Customer Success Associate II

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee incoming customer ticket requests and direct them accordingly.

• Directly respond to customer inquiries related to specific task responsibilities.

• Track and advance open tickets within established time frames to guarantee customer/internal acknowledgment.

• Take initiative and ownership of tickets proactively.

• Recognize common or recurring operational challenges in support queues and assist customers towards resolution.

• Identify opportunities to decrease ticket volumes and manage them more effectively through process or management improvements.

• Escalate support requests (phone/ticket) following established escalation protocols.

• Coordinate support requests and collaborate with Rackspace/Customer support teams to ensure delivery within agreed timelines.

⛳️ Requirements

• A High School Diploma or equivalent is mandatory.

• 1-2 years of relevant work experience in the associated responsibilities is required.

• Fundamental understanding of the IT sector and various technologies.

• Basic familiarity with the Rackspace product offerings, servers, and computer hardware.

• Introductory knowledge of Cloud technologies and operational practices.

🏝️ Benefits

• Health insurance coverage.

• 401(k) retirement savings plans.

• Paid time off policies.