Respond directly to customer inquiries related to assigned tasks
Proactively own critical issues impacting customer experience
Track progress of critical issues, including priority tickets to ensure timely responses
Escalate customer issues according to established procedures
Coordinate between Rackspace teams and customers to meet resolution timeframes
Maintain high levels of customer engagement and satisfaction, including NPS goals

🎯 Requirements

Basic understanding of IT concepts and cloud technologies
Basic knowledge of Rackspace products and support practices
Intermediate knowledge of MS Excel and PowerPoint
Administrative and organizational skills
Customer service and relationship management
High School Diploma or regional equivalent; 1–2 years experience preferred

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