Customer Service Technician (O365/M365 support) - Pune/Bangalore/Delhi

Rackspace Technology; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company in managed cloud computing is seeking a Customer Service Technician to provide technical support for hosted business email and Microsoft Office 365. The role involves troubleshooting, educating customers, and ensuring high service standards. Ideal candidates will possess relevant certifications and strong communication skills, with a focus on problem-solving and customer satisfaction.

Qualifications

• Basic knowledge of email protocols (POP3, IMAP, MAPI/Exchange) and DNS.
• Ability to type 35+ words per minute and handle multiple tasks.
• 4-6 years of technical knowledge preferred.

Responsibilities

• Provide technical support via phone, chat, and tickets.
• Troubleshoot email delivery and spam/security issues.
• Educate customers and foster loyalty through exceptional support.

Skills

Communication

Problem-solving

Technical support

Customer service

Education

Graduation from any program

Tools

Help desk and ticketing systems

Job description

Req#: fa427cff-e48c-45bc-99d8-52159c2e8a41

Shift: 100% night shift

Positions: Multiple

Candidate must have reliable power and internet.

Requirements: Certifications in relevant work

Candidate must hold a relevant certification such as customer service, email protocols, Office 365 basics, etc.

PRIMARY RESPONSIBILITY:

A Customer Service Technician plays a crucial role in Rackspace’s customer service and technical support operations. This role involves providing technical support to customers via phone, chat, and support tickets related to hosted business email and Microsoft Office 365. The technician partners with customers to troubleshoot issues efficiently, identify sources of problems, and deliver effective solutions.

KNOWLEDGE/SKILLS/ABILITY:

Basic knowledge of email protocols (POP3, IMAP, MAPI/Exchange), DNS, desktop/laptop/mobile device operating systems, email clients, networking fundamentals, and spam management. A strong desire to learn new technologies, an outgoing personality, a positive attitude, and excellent communication skills are essential. The candidate should be highly organized, quick to learn, and capable of working well in a team environment.

JOB COMPLEXITY:

Handles customer support requests primarily through phone, chat, and tickets. Escalates issues as needed and provides troubleshooting for product-related problems. Proactively educates customers and seeks opportunities to anticipate future technical challenges, fostering customer loyalty by exceeding expectations. Decision-making should be guided by good judgment to ensure exceptional support. Typical activities include:

• Email delivery troubleshooting
• Spam/security analysis and recommendations
• Desktop and mobile device troubleshooting
• Account and billing inquiries
• Support for Microsoft product usage and troubleshooting

SUPERVISION:

Operates under moderate supervision until familiar with duties.

EXPERIENCE/EDUCATION:

Required: Graduation from any program.

Ability to type 35+ words per minute, handle multiple tasks, and prioritize effectively to maintain high customer service standards. Attention to detail and good follow-through are essential. Demonstrates basic problem-solving skills and a willingness to take on additional responsibilities.

Preferred:

• Customer service and phone support experience
• 4-6 years of technical knowledge from education or work experience, including basic email troubleshooting
• Experience with help desk and ticketing systems
• Technical certifications such as MCSA for Office 365, A+, Network+ are desirable

About the company

Rackspace Technology, Inc. is an American managed cloud computing company based in Windcrest, Texas, USA.

Notice

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