Support Technician - I (R-11728) India - Bangalore / Operations – Global Technical Support / RAS / Full - Time Apply for this job FLSA Status: Non-Exempt H1-B Status: Not Eligible for Sponsorship Job Family Summary Responsible for delivering a great customer experience. The first point of contact to provide technical and non-technical support to customers over chat, phone and via support tickets. Responsible for responding to the Rackspace global support ticket queues and completing first line resolution. Expected to follow process, display good judgment in decisions, and create and maintain customer loyalty by going above and beyond the customer’s expectation. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed. Career Level Summary • Requires basic skills in an analytical or scientific method or operational process • Leverages clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines • Works with close supervision Critical Competencies • Time Management: Demonstrates punctuality and reliability in meeting individual deadlines; completes tasks in a timely manner • Attention to Detail: Learns what is expected regarding accuracy and thoroughness so that sufficiently detailed information is logged correctly Key Responsibilities • Receive support requests (phone/ticket/chat) according to triage procedures • Troubleshoot client issues via phone, remote tools, and email to understand and resolve service issues • Work on level appropriate tickets (e.g. system resources, MyRack requests) and escalate tickets according to protocol • Perform basic user administration • Respond quickly to customer events and emergencies, which may lead to fluctuations in workflow • Ensure adherence to customer & SLA commitments • Provide Fanatical Experience to customers in all the above Person Specification Knowledge • Broad current knowledge of Rackspace, its operations, and service offerings. • Familiarity with ticketing systems • Basic knowledge of Rackspace product portfolio and associated technologies along with a basic understanding of networking, Windows, and Linux systems, IIS, Apache, MYSQL, FTP, SSH, RDP, and PHP as well as an understanding of DNS function • Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities • Understands how the assigned duties relate to others in the team and how the team integrates with others Skills • Ability to multitask and stay organized • Outgoing personality with a professional appearance and demeanor Support Technician Global Job Code: 37010T1 2 | P a g e • Strong customer service and critical thinking