**Job summary:
A Customer Service Technician is a key element within Rackspace's customer service and technical support operations. Expected to provide technical support to our customers via phone/chat/support tickets on issues related to the Microsoft Office 365 productivity suite. Required to partner with customers to provide consistent troubleshooting techniques to quickly and efficiently identify the source of a problem and provide solutions.
**Responsibilities**:
- Handles customer support requests primarily via phone, chat, and tickets. Escalates support requests, as necessary, to appropriate escalation path. Provides technical troubleshooting of product offerings and offers solutions that satisfy customer. Proactively seeks opportunities to educate and solve for future technical challenges a customer may face. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Exercises good judgment in decision-making in order to routinely deliver exceptional customer support at all times. Example activities include:
- License and User Management
- Spam/Security analysis and recommendations
- Desktop Client/Mobile Device troubleshooting
- Account and Billing related inquiries
**Qualifications**:
- Extensive knowledge of Microsoft 365 productivity suite (Exchange, OneDrive, SharePoint, Teams, etc.).
- Exhibits a strong desire to learn technologies.
- Outgoing personality with great attitude.
- Highly organized, quick learner, and an ability to work in a team environment.
- Possess strong written and verbal communication skills.
- Required: High school diploma or equivalent
- Technical certifications: at least one Microsoft 365 certificate required
- Strong Customer service background and previous phone call experience.
- 1 year minimum of relevant job experience - Microsoft 365 help desk.
- Experience with help desk/ticketing systems
- Certifications in relevant work
- English advanced and fluent proficiency
- **
Discover your inner Racker**: Racker Life
- **Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla. You need to be based in Mexico at one of these locations.**
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