Support Technician I
Mexico - Mexico City / Mexico - Aguascalientes - Remote / Mexico - Jalisco - Remote / Mexico - Nuevo Leon - Remote / Mexico - Puebla - Remote / Mexico - Queretaro - Remote
Private Cloud - Delivery – Global Technical Support /
Full - Time /
Hybrid
** This position is Hybrid- Must reside in Mexico City and come into office a few days a week. (C.Lago Zurich 219-Piso 11, Amp Granada, Miguel Hidalgo, 11529 Ciudad de Mexico)
**Must be fluent in English
Job Summary: Acts as the first line of customer support. 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.
Work Shift: From 11am to 8pm (Second Shift)
Hybrid Role
Key Responsibilities:
- Receive support requests (phone/ticket/chat) according to triage procedures
- Troubleshoot client issues via phone, remote tools, and email to understand and resolve service
- issues
- Work on level appropriate tickets (e.g. system resources, MyRack requests) and escalate tickets
- according to protocol
- Perform basic user administration
- Respond quickly to customer events and emergencies, which may lead to fluctuations in workflow
- Ensure adherence to customer & SLA commitments
- Provide Fanatical Experience to customers in all the above
Qualifications:
- Broad current knowledge of Rackspace, its operations, and service offerings.
- Basic knowledge of Rackspace product portfolio and associated technologies along with a basic understanding of networking, Windows, and Linux systems, IIS, Apache, MYSQL, FTP, SSH, RDP, and PHP as well as an understanding of DNS function
- Familiarity with ticketing systems
- Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities
- Understands how the assigned duties relate to others in the team and how the team integrates with others
- 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.
- Ability to touch type 30 – 40 wpm.
- Due to the 24x7 operations of the business, must be able to work a flexible work schedule, which may include nights, weekends, holidays, etc.
- MUST BE ABLE TO SPEAK, READ, AND WRITE IN ENGLISH.
- EXPERIENCE/EDUCATION:12 months technical knowledge from education or job experience.
- CCNA or CCENT knowledge preferred (Certification is a big plus)
- PHYSICAL DEMANDS: General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required.
- Discover your inner Racker: Racker Life
#LI-STORM
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.
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.
