Customer Service Specialist I (9982)

United States - Remote

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Rackspace

As a cloud computing services pioneer, we deliver proven multicloud solutions across your apps, data, and security. Maximize the benefits of modern cloud.

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Overview
Serves as the first contact for customer questions and issues
Responsible for customer calls; resolving questions to understand the customer issue, and creating and updating tickets to route to the appropriate team for resolution
Maintains customer security by verifying customer calls and accounts
Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed

You Will:

  • Demonstrates a concern for accuracy and thoroughness so that sufficiently detailed information is logged correctly
  • Provides customers with basic, standard information regarding products/offerings
  • Answer incoming phone calls in an efficient and professional manner
  • Act as a customer resource regarding products, company structure, and the company operation to effectively direct incoming queries to the appropriate individuals
  • Understand customer issues, identify the urgency, scopes issue and prepare it for escalation, and triages to correct escalation team
  • Assist approximately 60 customers daily in a ticketing system to create and update tickets with relation to the call
  • Resolve administrative calls without routing to a 2nd-line team
  • Follow the schedule as given by workforce optimization
  • Verify callers by using approved Rackspace methods

You Have:

  • Acquires a broad knowledge of Rackspace, its operations and service offerings
  • Develops knowledge and skills to perform basic activities in own job
  • Understands how the assigned duties integrate with others in the team 
  • Moderate computer proficiency including Microsoft Office Suite
  • Ability to interact with customers in a professional and friendly manner
  • Ability to follow standardized processes and procedures and identify when escalation

Education:

  • Regional equivalent to High School Diploma
  • Successful completion of 1 to 2 years of higher education classes

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.  Position is available for remote work in the following states unless otherwise specified. Alabama, Arizona, Arkansas, California, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.
Job perks/benefits: Team events
Job region(s): North America
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