Shift : EST Shift - 6:30 pm to 3:30 am (Night shift )

Experinece : 4 to 7 yrs 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

PERSON SPECIFICATION :

- o Tenacious problem solver, will own issues until full resolution
- o Excellent communication skills, both written and verbal with great attention to detail
- o Strong rapport and relationship building skills with both internal departments and external customers
- o Robust level of business awareness and commercial acumen with solid understanding of financial terminology
- o Strong organizational, time management and prioritization skills
- o Able to take a creative approach to situations and problem solving
- o A minimum of 4 years’ experience in a Service Delivery / Account Management role
- o A minimum of 4 years’ experience in the IT industry or holds a good understanding of Internet Technologies
- o Understanding of IT industry working practices / methodologies - ITIL foundation certification desirable but not essential

POLICY COMPLIANCE :

- Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

About Rackspace Technology

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