Support Technician I
hace 7 días
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.
Key Responsibilities:
- Provides a worldclass services experience by handling levelappropriate 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.
- Rate of resolution
- Customer satisfaction
- Cost per ticket
- Utilization rate
- Response rate
Knowledge:
- General understanding of Linux or Windows.
- General knowledge of DNS and Ports, networks, IP addressing and hardware, OS General Windows, OS General Linux, basic concepts of cloud
- 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.
- Demonstrated ability to consistently provide FANATICAL support.
Education:
- High school diploma or recent graduate of technical bachelor or engineering
- English advanced
Experience:
months technical knowledge from education or job experience
Availability:
- 2nd shift: 12 am to 8 pm
- Availability for work at least 1 day of the weekend
- Fixed shifts
- Remote
About Rackspace Technology
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