Customer Success Associate III - India (Night Shift)
Job Summary
Job Description
Provides support to Service Delivery Managers for a large customer base, ensuring fast and efficient response and resolution of customer requests. Works alongside Service Delivery Managers to proactively manage inbound customer requests and ensure their full resolution. This involves routing workstreams, responding to customer needs, and performing clerical and commercial tasks. The role focuses on ensuring fast response to inbound customer requests, driving efficiency in service delivery, and delivering fanatical support. Responsibilities include monitoring inbound tickets, routing them appropriately, responding to customer information requests, progressing open tickets within agreed timescales, and taking ownership of tickets. It also involves identifying common operational issues, suggesting process improvements, escalating support requests, managing support requests, and coordinating teams to deliver within agreed timescales. Adherence to company security policies and procedures is required, utilizing business knowledge and commercial acumen to complete tickets. Key performance indicators include ticket workload completion, customer satisfaction (NPS Ticket score), performance accuracy, and customer engagement.
Must have:
- Minimum 3 years of experience in Service Delivery or Account Management.
- Minimum 3 years of experience in the IT industry or understanding of Internet Technologies.
- Tenacious problem solver, owning issues until full resolution.
- Excellent communication skills, written and verbal, with attention to detail.
- Strong rapport and relationship building skills.
- Strong business awareness and commercial acumen.
- Strong organizational, time management, and prioritization skills.
Good to have:
- ITIL foundation certification desirable.
5 skills required
Job Details
Job Title: Customer Success Associate III - IN
Shift : India third Shift (6:30 pm IST to 3:30am IST)
JOB DESCRIPTION:
Provides support to the Service Delivery Managers in our largest customer base ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associate proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs and action frequent clerical and commercial tasks on behalf of the Service Delivery group.
Service Delivery Associates insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience.
Service Delivery Associates are responsible for taking ownership of the customer requests with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.
JOB REQUIREMENTS: Key Accountabilities
- 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
Key Performance Indicators
- 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
ROLE DIMENSIONS:
- Credit sign-off: None
- Team Profile: Service Delivery
- Recruitment: None
- Internal exposure: Support Engineers, Sales, Marketing
- Budgetary: Managing Travel and Customer Entertaining expenditure
- External exposure: Customers
PERSON SPECIFICATION:
- 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 solid understanding of financial terminology
- Strong organizational, time management and prioritization skills
- Able to take a creative approach to situations and problem solving
- A minimum of 3 years' experience in a Service Delivery / Account Management role
- A minimum of 3 years' experience in the IT industry or holds a good understanding of Internet Technologies
- Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential
- Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
POLICY COMPLIANCE:
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.
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