Customer Service Technician II – O365 (Remote – Mexico)
Rackspace Mexico - Mexico City - Remote Full-time
Key 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:
- Email delivery troubleshooting
- Spam/Security analysis and recommendations
- Desktop Client/Mobile Device troubleshooting
- Account and Billing related inquiries
- Support users in use and troubleshooting of Microsoft products
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