Rackspace
Customer Support
Job Title: Customer Success Associate III – IN
Shift : India third Shift (6:30 pm IST to 3:30am IST)
JOB DESCRIPTION:
Provides support to the Service Delivery Managers in our largest customer base ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associate proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs and action frequent clerical and commercial tasks on behalf of the Service Delivery group.
Service Delivery Associates insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience.
Service Delivery Associates are responsible for taking ownership of the customer requests with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.
JOB REQUIREMENTS: Key Accountabilities
Monitor inbound customer ticket requests and route appropriately
Respond directly to customer information requests for specific task responsibilities
Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt
Proactively take ownership and work tickets
Identify common/recurring operational issues in support queues and support customer to resolution
Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change
Escalates support requests (phone/ticket) according to escalation procedures
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
Responsible for adhering to company security policies and procedure as directed.
Utilizing business knowledge, networks and commercial acumen to see tickets through to completion
Key Performance Indicators
Ticket workload completed
Customer satisfaction. Based on NPS Ticket score
Performance accuracy measures
Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores
Engagement of every customer within their customer base
Ticket and workload management
ROLE DIMENSIONS:
Credit sign-off: None
Team Profile: Service Delivery
Recruitment: None
Internal exposure: Support Engineers, Sales, Marketing
Budgetary: Managing Travel and Customer Entertaining expenditure
External exposure: Customers
“Remote postings are limited to candidates residing within the country specified in the posting location”
About Rackspace Technology
We 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.
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