Support Specialist-gurgaon (voice Based Technical Support)

Job Description

We are hiring Tech Support Specialist for our Gurgaon location-Cybercity. Exp level: 6 months to 3 yrs only. Rackspace Inc. is an American managed cloud computing company based in Windcrest, Texas, a suburb of San Antonio. The company also has offices in Australia, the United Kingdom, Switzerland, the Netherlands, Germany, Singapore, Mexico, Hong Kong and India. Rackspace is a leading managed cloud company that helps businesses tap the power of hosting and cloud computing without the pain, complexity and cost of doing it themselves. The company provides results-obsessed customer services, known as Fanatical Support to customers of all sizes in over 150 countries, from city guide websites to large finance and healthcare companies, including more than half of the world's Fortune 100 companies. JOB TITLE: Tech Support Specialist S1 FUNCTION: Technical Support (Phone/ Ticket)- International Clients (UK) Must Have : Experience supporting- Global Clients (Preferably US/UK) providing L1 Technical support (Microsoft Office, Windows, Linux, Network security) Education :- (Qualified Graduates only) Communication: Excellent communication skills. * Must be open to work in shifts anytime in between 7 am to 11 pm (No cab transport) Rackspace is at a very exciting point in its history, making large acquisitions and bringing even more talent on board. If you would like to be part of this journey, working with the industrys best, why not join the Technical Support group here in India. JOB DESCRIPTION: Support Specialists are a key element within the Rackspace support infrastructure; they are the first point of contact and are expected to provide technical and non-technical support to our customers over chat, phone and via support tickets. They are responsible for managing the Rackspace global support ticket queues and first line resolution. They are expected to display good judgment in decisions they make, creating and maintaining customer loyalty by going above and beyond the customers expectation. They are critical in helping us deliver FANATICAL support. As a level 1 Support Specialist you will play a key part in resolving and escalating technical issues for customers via phone, ticket and chat. You will act as a positive role model for colleagues within your team, striving to live the Rackspace Core Values. JOB REQUIREMENTS: Key Accountabilities Escalate support requests (phone/ticket/chat) according to escalation procedures Work on quick-fix tickets (e.g. system resources, MyRackspace requests) Manage incoming customer calls and chats Basic user administration Queue management (triage & routing) Ensuring we adhere to customer & SLA commitments Providing Fanatical Support in all of the above Key Performance Indicators KPIs Include (not limited to): Ticket / Phone /Chat Contribution: 80% of average for your job level: Working as a team to serve our customers means that we are all contributing towards this goal. Demonstrate Fanatical Support: Providing examples of feedback received by customers showing their appreciation of the Fanatical Support you have directly provided and influenced ROLE DIMENSIONS Geographical remit Global customer base PERSON SPECIFICATION: Technical: Compulsory Familiarity with desktop OS & Office tools Awareness of basic hosting concepts (cloud or dedicated) Awareness of Enterprise Operating Systems like MS 2008/20012, RHEL 6/7, typical NS hardware (e.g. Firewall / Router) & Cloud Technologies (e.g. Typical services & function) Desirable but not mandatory Familiarity with cross platform basic troubleshooting tasks (ping, traceroute etc) Basic understanding of DNS and SSL Awareness of virtualization and / or cloud technologies. E.g. VMWARE, Hyper-V, KVM and/or OpenStack If interested, pls share your resume with me geeta.negi@rackspace.com with the below details or directly apply through Naukri Job positing: CTC: Expectation: Notice:

Keyskills :
technical support

About Company

Rackspace Inc. is an American managed cloud computing company based in Windcrest, Texas, a suburb of San Antonio. The company also has offices in Australia, the United Kingdom, Switzerland, the Netherlands, Germany, Singapore, Mexico, Hong Kong and India.

Rackspace is a leading managed cloud company that helps businesses tap the power of hosting and cloud computing without the pain, complexity and cost of doing it themselves. The company provides results-obsessed customer services, known as Fanatical Support to customers of all sizes in over 150 countries, from city guide websites to large finance and healthcare companies, including more than half of the world's Fortune 100 companies.

Candidate Profile

Please refer to the Job description above