Customer Success and Support Associate (Mexico City)
Mexico - Mexico CityFull-TimeJuniorSupport / Customer Success
Skills
Key Responsibilities
- Respond directly to customer inquiries related to assigned tasks
- Proactively take ownership of critical issues impacting customer experience with Rackspace
- Track progress of critical issues, including priority tickets to ensure timely customer and internal 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 contributing to NPS goals
Success Measures
- Customer satisfaction (including NPS)
- Effective management of critical issues impacting customer experience
- Reduction in repeat issues
- Timely escalation and coordination across all support teams
Knowledge and Skills
- Basic understanding of IT industry concepts and cloud technologies
- Basic knowledge of Rackspace products and support practices
- Intermediate knowledge of MS excel and PowerPoint
- Administrative & organizational skills
- Customer service & relationship management
- Basic data analysis
- MS Excel & formal writing skills
- Presentation building
- Negotiation & query resolution
Education and Experience
- High School Diploma or regional equivalent required
- 1–2 years of relevant work experience preferred (Customer Success/Support, Support Operations, basic Project Management, or similar)
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