Customer Service Technician II - O365 (Remote - Mexico)

As a Customer Service Technician II - O365 at Rackspace, your core responsibilities primarily involve providing technical support through phone, chat, and support tickets related to hosted business email and Microsoft 365 solutions. You’ll troubleshoot issues, escalate concerns as needed, and deliver proactive solutions while educating customers to prevent future challenges. Your goal is to maintain exceptional customer service and build loyalty through your support.

To qualify for the Customer Service Technician II - O365 position at Rackspace, you need extensive knowledge of the Microsoft 365 productivity suite, technical certification in Microsoft 365, and at least one year of relevant experience in a help desk environment. A high school diploma is essential, along with strong written and verbal communication skills. An outgoing personality and a willingness to learn will also help you thrive!

The Customer Service Technician II - O365 position at Rackspace is a permanent remote role, specifically intended for candidates based in Mexico. You can work from the comfort of your home in states like Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico, or Puebla. This provides flexibility while balancing work-life commitments.

Vital technical skills for the Customer Service Technician II - O365 role at Rackspace include a thorough understanding of Microsoft 365 applications such as Exchange, OneDrive, SharePoint, and Teams. Experience with help desk ticketing systems is also important, alongside the ability to analyze and troubleshoot email delivery, spam issues, and account inquiries efficiently.

Rackspace prides itself on a vibrant and inclusive company culture where employees, known as Rackers, thrive in an inspiring environment. They emphasize collaboration, innovation, and personal growth, nurturing a community that values unique perspectives. If you’re looking for a place that supports equal opportunity and promotes a fulfilling work-life, Rackspace is the perfect fit.

Discuss your hands-on experience with Microsoft 365 by setting the stage with specific products like Exchange, Teams, or OneDrive. Highlight projects where you've effectively resolved issues or educated users, demonstrating your depth of knowledge and dedication as a Customer Service Technician II.

Share examples of past experiences where you've turned a challenging interaction into a positive exchange. Emphasize your ability to listen actively, empathize, and find solutions, which are essential skills for a Customer Service Technician II at Rackspace.

Outline a systematic approach for diagnosing email delivery problems, such as checking server settings, spam filters, and user configurations. Presenting a structured methodology will demonstrate your competence as a Customer Service Technician II.

Explain your strategy for managing a high volume of support requests effectively. Discuss tools, techniques, and criteria that help you identify urgent issues versus standard inquiries, showcasing your organizational skills.

Discuss the importance of empathy, communication, and a proactive mindset in delivering exceptional customer service. Highlight your dedication to going above and beyond to ensure customer satisfaction, aligning perfectly with the values at Rackspace.

Share a particular instance where your technical skills and customer service acumen allowed you to solve an issue independently. This shows your capability as a problem-solver, which is crucial for the Customer Service Technician II role.

This is an opportunity to highlight your technical experience, customer service background, and enthusiasm for learning. Align your skills and experiences with Rackspace's mission and culture to present a compelling case for your fit within the team.

Discuss your commitment to continuous learning — whether through online courses, webinars, or engaging with the tech community — and how that makes you a better Customer Service Technician II.

Identify potential challenges—such as complexity in technology or varied customer knowledge levels—and explain how you would address these challenges with effective communication and educational initiatives.

Express your interest in Rackspace's culture and commitment to technology. Share how you resonate with the company's mission and how working there aligns with your career aspirations, making this position exciting for you.