Rackspace Support Specialist in Cardiff, United Kingdom
Overview & Responsibilities
Support Specialists are a key element within the Rackspace support infrastructure; they are the first point of contact and are expected to provide technical andnon-technicalsupport to our customers over chat, phone and via support tickets.They are responsible for managing the Rackspace International support ticket queues and first line resolution.They are expected to display good judgment in decisions they make, creating and maintaining customer loyalty by going above and beyond the customer’s expectation. They are critical in helping us deliver FANATICAL support.
As a level 1 Support Specialist you will play a key part in resolving and escalating technical issues for customers via phone, ticket and chat.
You will act as a positive role model for colleagues within your team, striving to live the Rackspace Core Values.
Escalate support requests (phone/ticket/chat) according to escalation procedures
Work on “quick-fix tickets” (e.g. system resources, MyRackspace requests)
Manage incoming customer calls and chats
Basic user administration
Queue management (triage & routing)
Ensuring we adhere to customer & SLA commitments
Providing Fanatical Support in all of the above
Familiarity with desktop OS & Office tools
Awareness of basic hosting concepts (cloud or dedicated)
Awareness of Enterprise Operating Systems like MS 2008/20012, RHEL 6/7, typical NS hardware (e.g. Firewall / Router) & Cloud Technologies (e.g. Typical services & function)
Awareness of ITIL working practice.
Familiarity with cross platform basic troubleshooting tasks (ping, traceroute etc)
Basic understanding of DNS and SSL
Awareness of virtualization and / or cloud technologies. E.g. VMWARE, Hyper-V, KVM and/or OpenStack
Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills
Strong verbal and written communication skills
Strives for performance improvements in oneself and peers
Ability to work at a team level as well as an individual level
Ability to interact confidently with more senior / skilled areas of the business
Ability to adapt to changing business / technology requirements
Req # SSCARDIFF
Category Customer Relationship & Support