Customer Success Associate Ii - In (us Shift)
- Rackspace Technology
- 4 - 7 Years
- Noida, Gurugram
- 3 years ago
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Job Description
*Must be open to work into night shift ( PM to AM IST)
JOB DESCRIPTION:
Provides support to the Service Delivery Managers in our largest customer base ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associate proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers needs and action frequent clerical and commercial tasks on behalf of the Service Delivery group.
Service Delivery Associates insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience.
Service Delivery Associates are responsible for taking ownership of the customer requests with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.
JOB REQUIREMENTS:
Key Accountabilities
Monitor inbound customer ticket requests and route appropriately
Respond directly to customer information requests for specific task responsibilities
Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt
Proactively take ownership and work tickets
Identify common/recurring operational issues in support queues and support customer to resolution
Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change
Escalates support requests (phone/ticket) according to escalation procedures
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
Responsible for adhering to company security policies and procedure as directed.
Utilizing business knowledge, networks and commercial acumen to see tickets through to completion
Key Performance Indicators
Ticket workload completed
Customer satisfaction. Based on NPS Ticket score
Performance accuracy measures
Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores
Engagement of every customer within their customer base
Ticket and workload management
PERSON SPECIFICATION:
Tenacious problem solver, will own issues until full resolution
Excellent communication skills, both written and verbal with great attention to detail
Strong rapport and relationship building skills with both internal departments and external customers
Strong level of business awareness and commercial acumen with solid understanding of financial terminology
Strong organizational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
A minimum of 4 years experience in a Service Delivery / Account Management role
A minimum of 4 years experience in the IT industry or holds a good understanding of Internet Technologies
Understanding of IT industry working practices / methodologies - ITIL foundation certification desirable but not essential
POLICY COMPLIANCE:
Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Employement Category:
Employement Type: Full timeIndustry: IT
Functional Area: Customer Service
Role Category: Accounts Manager
Role/Responsibilies: Customer Success Associate Ii - In (us Shift)
Contact Details:
Company: Rackspace TechnologyLocation(s): Noida, Gurugram
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Rackspace Technology
About Rackspace Technology We are the multicloud solutions experts. We combine our expertise with the world's leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenge...
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