Rackspace

Returning Candidate?

Customer Service Technician

Customer Service Technician

Req # 
37137
Location(s) 
US-TX-San Antonio
Category 
Customer Relationship & Support

Job Overview

Overview & Responsibilities

We take Fanatical Support to heart.  It is the #1 trait embodied by all Rackers.  We go above and beyond for our customers and each other.  If you’re reading this you’ve likely heard how great being a Customer Service Technician (CST) is at Rackspace.  Oh, you haven’t?  Let’s dig in (prepare to have your mind blown).

 

A CST is an all-encompassing role.  A CST has great critical thinking skills and can detect a customer’s problem before the phone rings. A CST recognizes and treats a customer as a friend and a partner.  A CST is flexible and will be willing to do whatever it takes to get the job done. 

 

  • Even if it means stepping outside of typical duties to make things right. 
  • Even if it means studying new technologies at home. 
  • Even if it means engaging in an all-out Nerf War.  And yes, we have those.

 

 

Job Responsibilities

 

In this role you will:

  • Make friends with customers on the phone, troubleshoot their issues and keep them engaged.
  • Collaborate on projects and problems with fellow Rackers.
  • Follow up on issues via e-mail, ticketing system, phone calls and chat interfaces with our customers.
  • Escalate more technical problems to experienced Rackers and follow-up to learn for the next time that issue comes around.
  • Engage in impromptu photo shoots (better not be camera shy) and pig out on pot-lucks and birthday cakes!

Qualifications

There’s no such thing as a perfect CST.  While we value heart above all things, here’s some stuff that will make us say “Hmm”:

 

  • Previous technical experience (even if it’s self-taught).
  • Understanding how email & email protocols (IMAP, POP, SMTP, etc.) work is a plus.
  • Helpdesk/ticketing system experience.
  • Ability and desire to learn, adapt, and grow.
  • Hourly Rate:  $14.90
  • All shifts Available