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

High School Diploma or regional equivalent required
1-2 years of work experience in the role duties required
Basic understanding of the IT industry and various technologies
Basic knowledge of the Rackspace product portfolio, servers, and computer hardware
Basic understanding of Cloud technologies and working practices

Customer Success Associate II

Key skills