Customer Service Technician II - O365 (Remote - Mexico)

Rackspace Technology

Ciudad de México

Híbrido

MXN 223.200 - 390.600

Jornada completa

14 días+

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Descripción de la vacante

A leading technology company is seeking a Customer Service Technician in Mexico City. In this full-time role, you will provide technical support for business email and Microsoft 365 products, ensuring customer satisfaction through effective troubleshooting and solutions. The ideal candidate will have strong communication skills and experience in customer service, with a focus on developing lasting customer relationships.

Formación

1 year minimum of relevant job experience in Microsoft 365 help desk.
Strong Customer service background with previous phone call experience.
English advanced and fluent proficiency required.

Responsabilidades

Handle customer support requests primarily via phone, chat, and tickets.
Provide technical troubleshooting of product offerings related to Microsoft 365.
Create and maintain customer loyalty by exceeding expectations.

Conocimientos

Customer service

Technical troubleshooting

Communication

Educación

High school diploma or equivalent

Technical certifications in Microsoft 365

Descripción del empleo

1 day ago Be among the first 25 applicants

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 hosted business email and 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.

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

Discover your inner Racker: Racker Life

Fluent, Bi-lingual (Spanish and English)
Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla
This opportunity is a permanent remote job, but you need to be based in Mexico at one of the above locations

About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

Seniority level