Abigail Howe Email & Phone Number

United Kingdom

London, United Kingdom

Support Specialists are a key element within the Rackspace support infrastructure; we are the first point of contact and are expected to provide technical and non-technical support to our customers over chat, phone and via support tickets. We are responsible for managing the Rackspace International support ticket queues and first line resolution. We are expected to display good judgment in decisions we make, creating and maintaining customer loyalty by going above and beyond the customers… Show more Support Specialists are a key element within the Rackspace support infrastructure; we are the first point of contact and are expected to provide technical and non-technical support to our customers over chat, phone and via support tickets. We are responsible for managing the Rackspace International support ticket queues and first line resolution. We are expected to display good judgment in decisions we make, creating and maintaining customer loyalty by going above and beyond the customers expectation.Key Accountabilities - Takes ownership and works on intra-team escalations (phone/ticket/chat) Ticket/Phone/Chat resolution (in accordance with team playbook guidelines) Escalates support requests according to escalation procedures First rollover point for incoming customer calls Provides initial investigation and/or troubleshooting of technical issues Initial investigation of monitoring alerts Incident management (identification, assist in managing and escalation) User administration Ad hoc queue management Ensuring we adhere to customer & SLA commitments Providing Fanatical Support in all of the aboveI have an OS Specialism in Linux and need to provide troubleshooting knowledge and the ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands.Basic understanding of OS specific webhosts and database technologies (e.g. MYSQL / APACHE - Linux) Show less

London, United Kingdom

Cloud Onboarding Specialists are responsible for examining all available information that comes through on new Cloud accounts, while preventing fraud and other unacceptable usages of the Cloud. The team is also responsible for welcoming each new Cloud customer to Rackspace, offering guidance and assistance where possible. Onboarders are tasked with identifying customer’s needs with open and probing questions while introducing the extensive product suite that can benefit the new sign-ups… Show more Cloud Onboarding Specialists are responsible for examining all available information that comes through on new Cloud accounts, while preventing fraud and other unacceptable usages of the Cloud. The team is also responsible for welcoming each new Cloud customer to Rackspace, offering guidance and assistance where possible. Onboarders are tasked with identifying customer’s needs with open and probing questions while introducing the extensive product suite that can benefit the new sign-ups. Engagement with Product Specialists and Cloud Mentors ensure our Hi-Potential customer are receiving the appropriate service and forms an essential part of the role. Effective collaboration between business segments to hand-off accounts ensure customer/Rackspace relationships can be harnessed at the earliest opportunity. Onboarding Specialists are the first point of contact between Rackspace and Cloud customers so it is imperative the customer is greeted professionally and given a positive first impression. It is also the Onboarding Specialists responsibility to educate the customer on their control panel and what support is available to them. Show less

SIG is the UK's market leading specialist distributor of insulation, dry lining and related products to the construction industry. Part of the European materials group, SIG plc, our network of 39 branches is situated throughout the UK, giving our customers national coverage. We offer sound impartial advice on a comprehensive range of products as well as technical, specialist expertise and legislation guidance. We provide a fast, reliable and flexible service to our customers.

Education record

A-Level studies

Education record