Customer Success Associate III
Job Summary
Job Description
The Customer Success Associate III provides administrative support to the Service Delivery group, ensuring fast and efficient resolution of customer requests. This involves triaging inbound requests, responding directly to customer needs (e.g., updating contact information, handling routine penetration testing and SSL certificates), and managing ticket queues. The role requires monitoring and progressing open tickets within specified timeframes, completing data entry, processing document updates, and escalating requests as needed. Collaboration with Service Delivery Managers via email and tickets is essential, along with preparing renewal documentation. Key performance indicators include ticket management metrics (creation, routing, closure, updates), customer satisfaction (NPS), and response/resolution times. The role demands strong organizational skills, attention to detail, and the ability to provide excellent customer support.
Must have:
- Ticket queue management and routing
- Providing non-technical customer guidance
- Monitoring and routing inbound requests
- Responding to customer information requests
- Data entry and document updates
- Escalating support requests
- Liaising with Service Delivery Managers
1 skill required
Job Details
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.
Job Description:
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
•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 measureshas context menu
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