Customer Support Technician II (O365 Admin)
India - Remote••December 10, 2023
Shift: 100% night shiftCandidate must have reliable power and internet. Requirements: Certifications in relevant workCandidate must have a relevant certification. (customer service, email protocols, Office 365 basics etc.)PRIMARY RESPONSIBILITY: A Customer Service Technician is a key element within Rackspace’s customer service and technical support operations. Expected to provide technical support to our customers via phone/chat/support tickets on issues related to hosted business email and Microsoft Office 365 productivity suite. Required to partner with customers to provide consistent troubleshooting techniques to quickly and efficiently identify the source of a problem and provide solutions.KNOWLEDGE/SKILLS/ABILITY: Basic knowledge of e-mail protocols (POP3, IMAP, MAPI/Exchange protocols), DNS, desktop/laptop/mobile device operating systems, email Clients, networking fundamentals, and SPAM. Exhibits a strong desire to learn technologies. Outgoing personality with great attitude. Highly organized, quick learner, and an ability to work in a team environment. Possess strong written and verbal communication skills. JOB COMPLEXITY: Handles customer support requests primarily via phone, chat, and tickets. Escalates support requests, as necessary, to appropriate escalation path. Provides technical troubleshooting of product offerings and offers solutions that satisfy customer. Proactively seeks opportunities to educate and solve for future technical challenges a customer may face. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Exercises good judgment in decision-making in order to routinely deliver exceptional customer support at all times. Example activities include:Email delivery troubleshootingSpam/Security analysis and recommendationsDesktop Client/Mobile Device troubleshootingAccount and Billing related inquiriesSupport users in use and troubleshooting of Microsoft products SUPERVISION: Operates under moderate supervision until duties are learned. EXPERIENCE/EDUCATION: Required: Graduation and above. Ability to type 35+ wpm. Ability to handle multiple tasks and prioritize work in order to maintain a required high level of customer service. Must be detailed in documenting information and practice good follow-through techniques. Demonstrates basic problem-solving abilities; with a desire to take on additional responsibility. Preferred: Customer service and phone call experience. 2-5years technical knowledge from education or job experience – basic e-mail troubleshooting. Experience with help desk/ticketing systems. Technical certifications MCSA for Office 365, A+, Network + are desirable. 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.