Rackspace Customer Service Technician I - UK-1 in Hayes, United Kingdom

Overview & Responsibilities

PRIMARY RESPONSIBILITY: 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.

  • KNOWLEDGE/SKILLS/ABILITY: Basic knowledge of e-mail protocols (POP3, IMAP, MAPI/Exchange protocols), DNS, desktop/laptop/mobile device operating systems, email Clients, networking fundamentals, and SPAM. 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.

  • JOB COMPLEXITY: 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

  • SUPERVISION: Operates under moderate supervision until duties are learned.



  • Required: High school diploma or equivalent. Ability to type 35+ wpm. Ability to handle multiple tasks and prioritize work in order to maintain a required high level of customer service. Must be detailed in documenting information and practice good follow-through techniques. Demonstrates basic problem-solving abilities; with a desire to take on additional responsibility.

  • Preferred: Customer service and phone call experience. 0-6 months technical knowledge from education or job experience – basic e-mail troubleshooting. Experience with help desk/ticketing systems. Technical certifications MCSA for Office 365, A+, Network + are desirable.

  • 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.Due to the 24x7x365 operations of the business, candidate must be able to work a flexible work schedule; may include weekend rotations, holidays, and some nights.

Req # 39656

Category Managed Data Services