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Customer Service Technician II (Night shift)

Customer Service Technician II (Night shift)

1 Month ago • All levels • Administrative • Operations

About the job

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notion

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Job Description

The Customer Service Technician II (Night Shift) provides frontline technical support to customers via phone, chat, email, and tickets. Responsibilities include promptly responding to inquiries, diagnosing customer needs, troubleshooting technical issues (email delivery, spam/security, desktop/mobile devices, billing), meeting support metrics, providing step-by-step guidance, documenting interactions, educating customers, collaborating with teams to resolve complex issues, maintaining product knowledge, tracking recurring issues, and participating in training. The ideal candidate possesses strong technical skills, excellent communication, and a customer-centric approach.

Must have:

Excellent communication skills
Strong problem-solving abilities
Customer-centric mindset
IMAP/POP3/SMTP proficiency
Basic DNS knowledge

Job Title:

Customer Service Technician- II

Location:

IND-Work from Home

Job Summary:

The customer service technician will serve as a frontline support for our customers and will be responsible for providing technical Support and assistance to them, ensuring the resolution of technical issues, and delivering excellent customer service through various communication channels including phone, chat, email and tickets. The ideal candidate has strong technical knowledge, exceptional communication skills and a customer-centric approach.

Key responsibilities:

1. Respond promptly and professionally to customer enquiries by phone, chat, email and tickets.

2. Diagnose the unique needs of each customer and troubleshoot accordingly to provide exceptional customer support. Example activities include:

· Email delivery troubleshooting,

· Spam/security analysis and recommendations,

· Desktop client/mobile device troubleshooting,

· Account and billing related inquiries.

3. Understanding and striving to meet or exceed metrics, while providing excellent customer service.

4. Provide step-by-step technical guidance to customers for resolving issues, ensuring customer satisfaction.

5. Document all customer interactions including troubleshooting steps and resolutions.

6. Educate customers on product features, best practices, and preventive maintenance.

7. Work collaboratively within the team and across teams to escalate and resolve complex technical issues.

8. Maintain up to date knowledge of the company's products and services.

9. Track and report recurring issues to improve product quality and customer satisfaction.

10. Participate in ongoing training and professional development.

11. Handling frustrated or upset customers with patience and turning them to a “Promoter”.

Qualifications:

1. Regional equivalent to High School Diploma

2. Technical education or job acquired knowledge related to the duties of the role.

Skills Required:

1. Excellent verbal and written communication skills for clear understanding of problems and explaining the solution to the customers.

2. Strong problem-solving abilities and attention to detail.

3. Empathetic and customer centric mindset.

4. Adaptability to changing priorities and customer needs.

5. IMAP/POP3/SMTP protocols: Proficiency in troubleshooting email issues and providing technical assistance.

6. Basic knowledge of DNS and addressing domain related issues.

7. Highly organised, quick learner, with an ability to work in a team environment.

About Rackspace Technology

We are the multi-cloud 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 Technology

Though 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.

About Rackspace Technology

More on Rackspace Technology

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