Support Technician I - Government Services

Rackers:  Valued members of a winning team Our employees, affectionately called “Rackers,” are our true strength and differentiator. As valued members of a winning team on an inspiring mission, Rackers make a real difference for our customers. It’s why we’re frequently recognized as an employer of choice by global industry-leading programs, including Great Place to Work, Forbes and Fortune.  They embody our Core Values, demonstrating that Fanatical Experience is:·       Excellence. We are an accountable, disciplined, high-performing company with proven results.·       Customer-driven. We are proactive, collaborative and committed to success for our customers.·       Expertise. Rackers are passionate learners who are embedded in our customers’ businesses to provide unbiased solutions.·       Agility. We adopt new technologies and evolve services to meet customers where they are in their journey.·       Compassion. We’re one team doing the right thing for our customers, communities, and each other. Position Overview:  Responsible for delivering a great customer experience. The first point of contact to provide technical and non-technical support to customers over chat, phone and via support tickets. Responsible for responding to the Rackspace global support ticket queues and completing first line resolution. Expected to follow process, display good judgment in decisions, and create and maintain customer loyalty by going above and beyond the customer’s expectation. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed. Work Hours and Location: ·       Work will be a hybrid environment ·       First shift role, Monday - Friday: 8am - 5pm CT Support Technician I Job Description Summary:Acts as the first line of customer support. Receives incoming customer queries, identifies relevant issues, and either directly resolves customer issues or refers the query through the appropriate channels, all while cultivating a strongly positive customer impression of Rackspace support.Support Technician I   Job Description:PRIMARY RESPONSIBILITY: Acts as the first line of customer support. Receives incoming customer queries, identifies relevant issues, and either directly resolves customer issues or refers the query through the appropriate channels, all while cultivating a strongly positive customer impression of Rackspace support. Through queue management, ensures that tickets are addressed by an appropriate technician in a timely manner, organize tasks between departments (ticket routing) that affect customers in order to minimize false alerts and maximize accurate systems monitoring.General knowledge of Rackspace product portfolio and associated technologies along with a general understanding of Linux or Windows. Demonstrates basic problem solving skills, computer fundamentals, and the ability to identify customer needs and identify the solution or refer the issue through the appropriate channels. Uses good written and verbal communication, customer service and time management skills. Good ability to handle multiple tasks and prioritize work in order to maintain required productivity levels. Ability to touch type 30–40 wpm. Due to the 24x7 operations of the business, must be able to work a flexible work schedule, which may include nights, weekends, holidays, etc. Demonstrated ability to consistently provide FANATICAL support.JOB COMPLEXITY: Provides a world-class services experience by handling level-appropriate customer requests (via phone/ticket). Provides basic troubleshooting of Windows and Linux systems, identifies customer issues and either resolves the issue directly or escalates the issue. Creates and maintains customer loyalty by efficiently managing customer issues in an effective, professional manner. Responsible for ticket routing, alert monitoring, service scheduling as well as various other administrative tasks.EXPERIENCE/EDUCATION: High school diploma or equivalent is required. 0–12 months technical knowledge from education or job experience. PHYSICAL DEMANDS: General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required.SPECIFICATION: Must be able to pass a Public Trust background check at hire. Must be a U.S. Citizen. May require further DOD security clearance.Federal Investigation:·       This role will be supporting our Federal Customers new hires will undergo a background investigation from the US Government.·       Must be either a US Citizen or Green Card Holder. Covid Protocol: Subject to applicable law, please be aware that this role includes a requirement that the individual be fully vaccinated against COVID-19 as a condition of employment. Rackspace will consider requests for accommodation or exemption to the vaccination requirement.  Pay and Benefits:·       Anticipated starting wage for this role is $17.31 per hour. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and licenses and certifications.·       We also offer a 10% annual bonus based off your calendar year earnings.·       Information on benefits offered is here. https://rackspace.jobs/benefits/About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future. More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.