Customer Service Technician II - O365 (Remote - Mexico)

Job Summary:

A Customer Service Technician is a key element within Rackspace’s customer service and technical support operations. Expected to provide technical support to our customers via phone/chat/support tickets on issues related to hosted business email and Microsoft Office 365 productivity suite. Required to partner with customers to provide consistent troubleshooting techniques to quickly and efficiently identify the source of a problem and provide solutions.

Location: Hybrid - Mexico City

Key Responsibilities:

• Handles customer support requests primarily via phone, chat, and tickets.
• Escalates support requests, as necessary, to appropriate escalation path.
• Provides technical troubleshooting of product offerings and offers solutions that satisfy customer.
• Proactively seeks opportunities to educate and solve for future technical challenges a customer may face.
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