Customer Service Technician II - O365

6 Days ago • 1 Years + • Administrative

Job Summary

Job Description

The Customer Service Technician II - O365 provides technical support to customers via phone, chat, and tickets for hosted business email and Microsoft Office 365. Responsibilities include troubleshooting, escalating issues, offering solutions, proactively educating customers, and exceeding expectations. The role requires extensive Microsoft 365 knowledge (Exchange, OneDrive, SharePoint, Teams), strong troubleshooting skills, excellent communication, and a proactive approach to customer service. The position is remote, based in Mexico within specific states.
Must have:
  • Microsoft 365 expertise (Exchange, OneDrive, SharePoint, Teams)
  • Strong troubleshooting & problem-solving skills
  • Excellent communication (written & verbal)
  • At least one Microsoft 365 certification
  • 1+ years' experience in Microsoft 365 help desk
Perks:
  • Remote work
  • Bilingual (Spanish and English)

Job Details

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.
    • Creates and maintains customer loyalty by serving customers above and beyond their expectations.
    • Exercises good judgment in decision-making in order to routinely deliver exceptional customer support at all times. Example activities include:
    • Email delivery troubleshooting
    • Spam/Security analysis and recommendations
    • Desktop Client/Mobile Device troubleshooting
    • Account and Billing related inquiries
    • Support users in use and troubleshooting of Microsoft products

Qualifications:

    • Extensive knowledge of Microsoft 365 productivity suite (Exchange, OneDrive, SharePoint, Teams, etc.).
    • Exhibits a strong desire to learn technologies.
    • Outgoing personality with great attitude.
    • Highly organized, quick learner, and an ability to work in a team environment.
    • Possess strong written and verbal communication skills.
    • Required: High school diploma or equivalent
    • Technical certifications: at least one Microsoft 365 certificate required
    • Strong Customer service background and previous phone call experience.
    • 1 year minimum of relevant job experience – Microsoft 365 help desk.
    • Experience with help desk/ticketing systems
    • Certifications in relevant work
    • English advanced and fluent proficiency

    • Discover your inner Racker: Racker Life
- Fluent, Bi-lingual (Spanish and English)
- Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla
- This opportunity is a permanent remote job, but you need to be based in Mexico at one of the above locations.

#LI-AW2
#LI-Remote

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 challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
 
 
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and 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 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.

Similar Jobs

Tesla - Paint Maintenance Supervisor

Tesla

Brandenburg, Germany (On-Site)
1 Month ago
Universal Music - Executive Assistant to the President, Global E-Commerce and Business Development

Universal Music

Santa Monica, California, United States (On-Site)
1 Month ago
PwC - Tax NewLaw - Associate

PwC

Singapore (On-Site)
5 Months ago
NinjaVan - Intern, Human Resources

NinjaVan

Subang Jaya, Selangor, Malaysia (On-Site)
5 Months ago
Trek - Customer Support Technician - Ascend

Trek

Spain (Remote)
1 Month ago
Tesla - Associate Application Engineer R&D

Tesla

Prüm, Rhineland-Palatinate, Germany (On-Site)
1 Month ago
Aristocrat Gaming - English Customer Support Agent

Aristocrat Gaming

St. Julian's, Malta (Hybrid)
20 Hours ago
Logitech - Technical Support Representative, Enterprise & Video Collaboration

Logitech

Mexico City, Mexico City, Mexico (Remote)
2 Months ago
Trek - Service Advisor

Trek

Folsom, California, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

The Walt Disney Company - Production Mgr

The Walt Disney Company

Hong Kong (On-Site)
2 Months ago
Nintendo - Localization Specialist (Japanese)

Nintendo

Redmond, Washington, United States (Hybrid)
4 Months ago
Evolution - Commercial Analyst

Evolution

St. Julian's, Malta (On-Site)
2 Months ago
Assystems - Ingénieur Automatisme Nucléaire H/F

Assystems

Lyon, Auvergne-Rhône-Alpes, France (On-Site)
5 Months ago
Onward Search - QA Compliance Specialist

Onward Search

Austin, Texas, United States (On-Site)
1 Month ago
HP - Supply Chain Intern

HP

Barueri, São Paulo, Brazil (On-Site)
4 Months ago
GoMotive - Manager, Global Accounts Payable & Procure-to-Pay

GoMotive

United States (Remote)
1 Month ago
Aristocrat Gaming - Account Manager - Spanish Speaking

Aristocrat Gaming

St. Julian's, Malta (Hybrid)
1 Week ago
Nintendo - Intern European Marketing

Nintendo

Frankfurt, Hessen, Germany (On-Site)
6 Months ago
ION - UK Holdings - India - 860

ION

Mumbai, Maharashtra, India (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Mexico City, Mexico City, Mexico

Nagarro - Principal Engineer

Nagarro

Mexico (Remote)
5 Months ago
PwC - Associate Assurance

PwC

Monterrey, Nuevo Leon, Mexico (On-Site)
6 Months ago
Crunchyroll - Forecaster & Capacity Planner

Crunchyroll

Mexico City, Mexico City, Mexico (On-Site)
1 Month ago
Eleven Labs - Sales Development Representative - Mexico

Eleven Labs

Mexico (Remote)
1 Week ago
Keywords Studios (Player Support) - Account Supervisor - Influencer Partnerships

Keywords Studios (Player Support)

Mexico City, Mexico City, Mexico (Remote)
2 Weeks ago
Codeninja - Azure Engineer

Codeninja

Mexico (Remote)
1 Week ago
Keywords Studios (Player Support) - Account Supervisor - Influencer Partnerships

Keywords Studios (Player Support)

Mexico City, Mexico City, Mexico (Remote)
6 Days ago
Scopely - Platform Account Engineer

Scopely

Mexico City, Mexico City, Mexico (Hybrid)
3 Weeks ago
Google - Software Engineer Early Career, Full Stack, Nexus Solutions

Google

Mexico City, Mexico City, Mexico (On-Site)
4 Months ago
Mattel  Inc  - Sales Representative

Mattel Inc

Monterrey, Nuevo Leon, Mexico (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

Administrative Jobs

Nagarro - Senior Technical Consultant Backup Infrastructure

Nagarro

Germany (Remote)
1 Month ago
Crytek - Unsolicited Application - Audio Department

Crytek

(Remote)
1 Month ago
PlaySimple - Associate IT Engineer

PlaySimple

(On-Site)
1 Month ago
Trackman - Customer Service Specialist (Tier 1)

Trackman

Hørsholm, Denmark (On-Site)
5 Days ago
The Walt Disney Company - Administrative Assistant

The Walt Disney Company

Zürich, Zurich, Switzerland (Hybrid)
1 Week ago
PwC - IN-Senior Associate__SAP GRC_ITRA_Advisory_  Gurgaon/Mumbai/Bangalore

PwC

Gurugram, Haryana, India (On-Site)
5 Months ago
Luxoft - Senior SAP BTP Platform Engineer

Luxoft

Poland, Ohio, United States (Remote)
3 Months ago
Dream Sports - IT Manager

Dream Sports

Pune, Maharashtra, India (On-Site)
1 Month ago
Nagarro - (Senior) Technical Consultant Linux (m/f/d)

Nagarro

Germany (Remote)
5 Months ago
Axinous - Product Support Engineer II

Axinous

Melbourne, Victoria, Australia (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

About The Company

England, United Kingdom (Remote)

United States (Remote)

Vietnam (Remote)

Vietnam (Remote)

Sacramento, California, United States (Remote)

New York, New York, United States (Remote)

Los Angeles, California, United States (Remote)

Gurugram, Haryana, India (Remote)

View All Jobs

Get notified when new jobs are added by Rackspace Technology

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug