Global Service Desk Agent
Vor 3 Tagen
About Equinix
Equinix is a leading digital infrastructure company that operates over 250 data centers globally. We enable digital leaders to bring together and interconnect foundational infrastructure at software speed, allowing them to scale with agility, speed the launch of digital services, deliver world-class experiences, and multiply their value while supporting their sustainability goals.
Our Culture
We value diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and vital to our success. Our team is collaborative, dynamic, and driven, with a strong focus on personal development and improvement proposals.
Job Summary
We are seeking a skilled Customer Support Specialist to join our Global Service Desk team. As a key member of our team, you will provide tier two support on customer requests, inquiries, and questions, troubleshooting, documenting, escalating, and managing trouble resolution in the best interest of the customer and company.
Responsibilities
- Provide tier two support on customer requests, inquiries, and questions, troubleshooting, documenting, escalating, and managing trouble resolution in the best interest of the customer and company.
- May also have involvement in escalation support at the tier 1 and 2 levels.
- Handle more complex issues and customers.
- May handle some specialized functions such as 1st level billing support, portal onboarding, and simple GAM requests.
- May provide support in 1 or more languages.
- Work on tasks outside of the queue as assigned by management.
Process Improvement and Development
- Consume process documentation.
- Identify and recommend modifications to current process and procedures.
- May log incidents related to production bugs.
- May track to resolution and follow up on incident.
Business Systems
- Develop knowledge of and learn business systems (e.g., Siebel, CSC, ECP) within the GSD.
- Provide suggestions for improvement and help with the coaching/development of GSD agents.
Training and Development
- Assist with post-training support of new hires.
- Provide side-by-side mentoring to peers and less senior agents.
Qualifications and Skills
- Fluent written and verbal skills in Dutch or German, as well as English.
- Proven years of experience in senior customer support/service role.
- Bachelor's degree preferred.
Our Offer
- Employment in a stable company with an established position in the market.
- Possibility to work within a fast-growing world's 500 Fortune digital infrastructure company.
- Challenging job in a dynamic, professional, international, and multicultural environment.
- Possibility to participate in company-sponsored trainings package.
- Employee Assistance Program – access to free counseling, legal, and financial consultations, and crisis intervention.
- Paid employee referral program.
- Opportunity to work in a supportive, inclusive environment with a People-Centric Culture.
- Competitive salary and yearly bonus, as well as a well-defined career path shaped to the individual's career focus and priorities.
- Attractive benefits package.
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