Rackspace Support Specialist in Middlesex-Hayes, United Kingdom
Overview & Responsibilities
Support Specialists are a key element within the Rackspace support infrastructure; they are the first point of contact and expected to provide technical andnon-technicalsupport to our customers over the phone and via support tickets.
They will perform queue management and routing of tickets to technicians and other departments.
Exercises judgment in decision they make, creating and maintaining customer loyalty by going above and beyond the customer’s expectation. This helps us deliver FANATICAL support.
Takes ownership and works on “quick-fix tickets” (e.g. system resources, MyRackspace requests)
Escalates support requests (phone/ticket) according to escalation procedures
Manage incoming customer calls
Schedules and coordinates maintenances
Provides basic troubleshooting of system
Basic Knowledge of user accounts and passwords and DNS configuration
Queue management – moving tickets to relevant departments, non-response tickets, required feedback tickets
Key Performance Indicators
KPIs Include (not limited to):
Ticket Contribution: 80% of average for your job level and OS: Working as a team to serve our customers means that we are all contributing towards this goal.
Demonstrate Fanatical Support: Providing examples of feedback received by customers showing their appreciation of the Fanatical Support you have directly have provided and influenced
Providing mentoring and development for other techs is an important part of your role that helps others to develop and ensures we are delivering the highest possible standards to our customers.
Previous experience working in a related field or educated to degree level or equivalent
Knowledge of TCP/IP ports and services
Understanding of DNS & Active Directory
Excellent attitude with a great phone telephone manner
Must have the ability to record and follow detailed instructions
Must have the ability to work in a Linux command line environment or a Windows environment
General Server knowledge – CPU usage, memory, SysStat, task manager, event viewer, Log Files for diagnosis
Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, etc.
Patching – RHN or WSUS
Familiarity with Red Hat or Windows Server
Req # 33046
Work Location UK-Hayes-Hyde Park Hayes
Location(s) UK - Middlesex-Hayes
Category Customer Relationship & Support