Customer Success Associate I

Key Responsibilities

• 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.
• 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.

Qualifications

• Bachelor’s degree required.
• 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 a solid understanding of financial terminology.
• Strong organizational, time management, and prioritization skills.
• Able to take a creative approach to situations and problem-solving.
• Experience in a Customer Success / Account Management role is a plus.
• Experience in the IT industry or a good understanding of Internet Technologies is a plus.
• Understanding of IT industry working practices/methodologies - ITIL foundation certification is desirable.
• Professional experience is a plus.

• Discover your inner Racker: Racker Life

• Fluent in Spanish and English (bilingual): interviews will be held in English.

Work Location: Mexico

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