Customer Success Associate III - IN

Job Profile

Summary

Service Delivery Associates provide administrative support to the Service Delivery group ensuring fast and efficient response and resolution of common customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associates triage inbound customer requests to the most appropriate team, respond directly to customer needs in set instances and action frequent clerical tasks on behalf of the Service Delivery group. Service Delivery Associates ensure fast response to inbound customer requests, drive administrative efficiency in frequently performed tasks and processes, delivering a fanatical support experience.

Careel Level Summary

•Requires full proficiency gained through job-related training and considerable on-the-job experience to perform a range of tasks

•Takes a broad perspective to problems and spots new, less obvious solutions

•Identifies key issues and patterns from partial/conflicting data

•Completes work with a limited degree of supervision

•Likely to act as an informal resource for colleague with less experience

Critical Competencies

•Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results

.•Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success.

•Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions.

•Agility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions.

•Compassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders.

Key Responsibilities

•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 service delivery 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 Service Delivery Managers via email and ticket if a customer update or escalation is required

•Prepare renewal documentations on behalf of Service Delivery Managers for customers

•Number of tickets worked

•Number of ticket updates provided (public facing and internal)

•Number of tickets successfully closed

•Number of tickets created and routed

•Customer satisfaction. Based on NPS Ticket score

•Ticket Response time

•Ticket Resolution time

•Performance accuracy measures

Knowledge

•Intermediate understanding of the IT industry and various technologies

•Intermediate knowledge of the Rackspace product portfolio, servers, and computer hardware

•Intermediate understanding of Cloud technologies and working practices

Skills

•Administrative Skills

•AR/Billing Software Tools

•Budget Management

•Client/Customer Service

•Coaching/Counseling

•Cost-benefit Analysis

•Customer Relationship Management

•Data Analysis

•ERP Software Skills

•Formal Writing Skills

•MS Excel Skills

•Negotiation Skills

•Presentation Building

•Process Improvement

•Public Speaking

•Query Resolution Skills

•Revenue Risk Assessment/Identification

•Stakeholder Management (external/internal)

•Technical Troubleshooting

Education

•High School Diploma or regional equivalent required

CertificationsExperience

•3-4 years of total applicable work experience required; requires a minimum of 2 years of experience in the role duties.

Disclaimer

The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

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