[Hiring] Customer Service Technician II @Rackspace
Mar 27, 2025 - Rackspace is hiring a remote Customer Service Technician II. đź’¸ Salary: unspecified. đź“ŤLocation: Mexico.
Role Description
A Customer Service Technician is a key element within Rackspace’s customer service and technical support operations. Expected to provide technical support to our customers via phone/chat/support tickets on issues related to hosted business email and Microsoft Office 365 productivity suite. Required to partner with customers to provide consistent troubleshooting techniques to quickly and efficiently identify the source of a problem and provide solutions.
- Handles customer support requests primarily via phone, chat, and tickets.
- Escalates support requests, as necessary, to appropriate escalation path.
- Provides technical troubleshooting of product offerings and offers solutions that satisfy customer.
- Proactively seeks opportunities to educate and solve for future technical challenges a customer may face.
- Creates and maintains customer loyalty by serving customers above and beyond their expectations.
- Exercises good judgment in decision-making in order to routinely deliver exceptional customer support at all times. Example activities include:
- Email delivery troubleshooting
- Spam/Security analysis and recommendations
- Desktop Client/Mobile Device troubleshooting
- Account and Billing related inquiries
- Support users in use and troubleshooting of Microsoft products
Qualifications
- Extensive knowledge of Microsoft 365 productivity suite (Exchange, OneDrive, SharePoint, Teams, etc.).
- Exhibits a strong desire to learn technologies.
- Outgoing personality with great attitude.
- Highly organized, quick learner, and an ability to work in a team environment.
- Possess strong written and verbal communication skills.
- Required: High school diploma or equivalent
- Technical certifications: at least one Microsoft 365 certificate required
- Strong Customer service background and previous phone call experience.
- 1 year minimum of relevant job experience – Microsoft 365 help desk.
- Experience with help desk/ticketing systems
- Certifications in relevant work
- English advanced and fluent proficiency
Requirements
- Fluent, Bi-lingual (Spanish and English)
- Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla
- This opportunity is a permanent remote job, but you need to be based in Mexico at one of the above locations.
Company Description
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.
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| đź“Ť | Be aware of the location restriction for this remote position: Mexico |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
unspecified
|
Remote
Location
Mexico
|
|
Job Type
full-time
|
Posted
Mar 27, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: Mexico |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
