PRIMARY RESPONSIBILITY: Provides service experience to our clients by handling level-appropriate customer requests via phone, live chat, and ticket system. Works as a team member with support and the development team to identify bugs customize solutions and automate non-value adding work. Participates in troubleshoots services to diagnose issues. Assists in creating and maintaining customer loyalty by serving customers above and beyond their expectations. Exercises outstanding judgment and decision-making in order to routinely deliver top-notch customer support.
JOB COMPLEXITY: Coordinates with the support team to ensure customer satisfaction. May collaborates with developers to resolve issues beyond support scope. Implements support tools and automation processes to improve the resolution time for designated area. Implements automated support tools, and documentation. Works as a team member with internal process and carries out process changes. May provides training and mentoring to less experienced peers. Intelligently speak to customer technology capabilities, possibilities and pitfalls. Understands customer needs, communicates with BDC and development teams to advocate product’s value proposition and how to compete with others in the market place. Implements automated support tools and documentation
KNOWLEDGE/SKILLS/ABILITY: Intermediate technical/product knowledge. Ability to construct tools that would be internal and customer facing for improving the support experience. Ability to present written and verbal proposals for developing a roadmap of needed tools, including collecting data on re-occurring issues to develop the business case and understanding. Excellent creative problem-solving abilities, coupled with initiative to take on responsibility. Strong understanding of technology partners and how they can assist our customers; facilitates relationship with external Rackspace partner.
EXPERIENCE/EDUCATION: Bachelor’s degree in computer science or related. 2 - 4 years relevant support/service/relationship management experience including a minimum of 2 years RAX experience in a customer facing technical support acting as an advisor to customers. Experience independently analyzing, troubleshooting, and problem-solving customer issues. Experience writing code in one or more of the following, Python, PHP, GO, Curl or other applicable languages. Experience deploying code and using logical code review processes. Experience handling multiple tasks.