Customer Success Associate - Night Shift

September 10

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Rackspace Technology

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IT as a Service • Multi-Cloud • Managed Hosting • Managed AWS/Azure/Google Cloud Platform/OpenStack/Alibaba • Managed Private Cloud for VMware/Microsoft/OpenStack

5001 - 10000

Description

• Perform ticket queue management and routing for Service Delivery. • Provide non-technical guidance to our customers via tickets. • Monitor inbound customer ticket requests and route appropriately. • Respond directly to customer information requests for specific task responsibilities such as updating Customer Contact information, routine Penetration testing, SSL Certificates. • Monitor and actively progress /chase open tickets within agreed time scales to ensure customer/internal response times are achieved. • Complete data entry requirements for the wider customer success group. • Process document updates in forms through to submission on Rackspace Portals. • Take ownership and work quick-fix tickets. • Escalates support requests (phone/ticket) according to escalation procedures. • Liaise with Customer Success Managers via email and ticket if a customer update or escalation is required. • Prepare renewal documentations on behalf of Customer Success Managers for customers. • Preparing Renewals on behalf of CSMs.. • Going with CSM on Monthly/Quarterly Business Review.. • Preparing reports for ELT Team.. • Monitoring 90 days above tickets..

Requirements