Customer Success Associate I - IN Jobs in Gurgaon - Rackspace

Customer Success Associate I - IN
Last Date 04 Aug 2020
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Rackspace - Job Details

Date of posting: 04 Jun 20
Job Description 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.
Shift timings – 1 PM to 10 PM IST (Cab only for drop will be provided)
Job Description
Key Accountabilities
  • 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
Key Performance Indicators
  • 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
  • Strong organisational skills
  • Creative approach to problem solving
  • Ability to prioritise and manage multiple work streams
  • Accurate adherence to process guidelines
  • Astute and accurate data entry
  • Strong written and verbal communication skills
  • Basic excel skills required
  • Proven experience of managing, troubleshooting and monitoring 24/7 Production database.
  • Ownership of issues, including collaboration with other teams and escalation.
  • Basic Knowledge of Cloud technologies.
  • 3/6 years’ experience

Job Summary

Job Type : Full Time
Job Category : Diploma,Tech Support
Hiring Process : Face to Face Interview
Who can apply : Experienced (3 to 3+ Years)

About Rackspace

About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.
More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.
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Rackspace recruiting Customer Success Associate I - IN Experienced(3 to 3+ Years) candidates candidates nearby Gurgaon.Rackspace vacancies for Customer Success Associate I - IN is recruited through Written-test, Face to Face Interview etc.
Rackspace Company recruits a lot of Experienced(3 to 3+ Years) candidates candidates every year based on the skills . The candidates with M.Com, BBA/BBM, MA, BSc, BCA, BSW, 12th Pass (HSE), BFA, Vocational Training, PG Diploma, MSc, Certificate Course (ITI), Diploma, B.Com, MCA are selected to full fill the vacancies in Customer Service / Tech Support job field. The candidates nearby Gurgaon can apply for Customer Success Associate I - IN position in Rackspace. All candidates should have a degree or post-graduation in the required field based on the requirement mentioned. The jobs are available in Full Time basis. When it comes to the Rackspace recruitment, candidates are mostly chosen for the department of Customer Service / Tech Support . To learn more about the current jobs and other details, it is better to go through official site of Rackspace and Freshersworld. Find the latest jobs near you and near your home. So, that you don’t need to relocate. The Freshersworld is a leading employment portal that researches the official site of Rackspace and provides all the details about the current vacancies, the application process, selection process, interview test details, important dates and other information. Search and apply for the top job positions in Rackspace and near your city and get a secured career.