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  9 - 14 Yrs
Opening: 1
Posted 27 day(s) ago
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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
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
Highest Qualification
Graduation Any Graduate
Company Profile
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
Recruiter Name Bharti
Website https://www.rackspace.com
Contact No. 8130009877
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