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Rackspace
9 - 14 Yrs
Haryana/Gurgaon
Negotiable
Opening: 1
Posted 27 day(s) ago
Job Description
Youll be responsible for the line management of a team of Rackers providing industry leading Fanatical Support.
Key responsibilities of a Team Leader include:
Ensure that team and individual KPIs are met or exceeded
Management of in bound workstreams to ensure workload and quality indicators are meet
Management of employee holiday and sickness to ensure sufficient coverage of workstreams
Personal development of Rackers in both technical and non-technical skills
Assisting in the recruitment of new Rackers and delivery of a world class onboarding experience
Ensuring that Rackspace best practices are followed at all times
To act as point of escalation for service issues from internal and external customers
Driving standard to deliver a world class support experience to customers (internal & external)
Creating an environment that engages and challenges Rackers
| Salary |
Negotiable |
| Industry |
IT Software |
| SubIndustry |
Software Development |
| Functional Area |
Operations / Customer Support |
| Specialization |
Back End Operations |
| Role |
Executive / Officer Level |
Keyskills
Customer Service
Team Leading
Desired Candidate Profile
Monitor inbound customer ticket requests and route appropriately
Respond directly to customer information requests for specific task responsibilities
Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt
Take ownership and work quick-fix tickets
Escalates support requests (phone/ticket) according to escalation procedures
Key Performance Indicators
Number of tickets worked (responded to/closed)
Ticket Response + Resolution time
Performance accuracy measures
In-bound/Outbound call time measures
Education
| Highest Qualification |
|
| Graduation |
Any Graduate |
Company Profile
Rackspace
Rackspace-The Largest Managed Cloud Provider; announces Completion of TriCore Solutions Acquisition.
Rackspace serves customers in 150 countries, including more than half of the FORTUNE 100.
Contact Details
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