Who are we?
Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace 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 is vital to our success.
Job Summary
Join our dynamic team as a Global Service Desk Analyst, where you'll play an outstanding role in ensuring great customer experiences. As the first point of contact for our valued customers, your integrity and dedication will be key to fostering positive relationships. You'll handle inquiries, provide product guidance, and solve issues, all while collaborating closely with multi-functional teams to deliver swift resolutions and maintain detailed records.
Responsibilities
Customer Champion
Be the advocate who takes on customer questions on the fly, whether it's over the phone, email, or chat
Show off your problem-solving skills by prioritizing orders and keeping customer cases up-to-date
Share your expertise by giving accurate info and lending a hand with solving issues
Keep track of every chat and call in our CRM system, Salesforce.com, so no customer feels left out
Go above and beyond to put a smile on every customer's face, setting new standards for incredible service
Be the voice of our customers by capturing their feedback and helping us make things even better
Product and Service Expert
Dive deep into our cool products and services, becoming the specialist that customers rely on
Stay in the know about all the latest features and fixes, so you're always one step ahead
Take charge and fix up any customer concerns quickly, and if it's a tough one, don't worry, we've got your back with Tier 2 support
Quality Assurance
Stick to our outstanding support processes and quality standards like a pro
Dive into training sessions to sharpen your skills and stay on top of your game
Grab every chance to learn and grow, because hey, who doesn't love becoming even more amazing
Qualifications
Experience with Equinix? That's a plus, but if not, no worries – we're all about potential and passion here
Talk the talk and walk the walk with your English communication skills, both written and spoken
Got a curiosity about tech stuff? Fantastic! But if not, no sweat – we'll help you learn the ropes
Your secret power? Customer-centered thinking and a heart full of empathy
Fast-paced environments don't scare you – in fact, you thrive in them and can handle various tasks like a boss
Great teammates are always ready to lend a hand and spread good vibes
Ready to rock any shift, from early mornings to late nights, including weekends and holidays – we're here for our customers 24/7
And hey, if you know your way around MS Office (Outlook, Word, Excel), that's a bonus too!
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
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