Job Summary

An exciting opportunity to join our Global Service Desk team! We're looking for someone who can speak and write in fluent Italian, English and Polish to join the team providing tier two (more complex) support on customer requests, inquiries, and/or questions through email, phone, or live chat.

In this role you will be taking care of a variety of challenges and from your direct contribution will assist our customers so they can continue their day-to-day business smoothly.

When joining our team be prepared to learn a lot, laugh a lot but most of all be included in our Equinix family. Our Service Desk is an environment which is constantly changing and where you really can make a difference. Our atmosphere is welcoming, and your colleagues are driven and involved. Equinix is a company where there is room for personal development and where improvement proposals are highly appreciated. If you are someone who is looking for their next challenge, eager to learn, open to shift work, have an eye for detail and with experience in customer support APPLY to join us!

Responsibilities

Customer Support

• Provides tier two(more complex) support on customer requests, inquiries, and/or questions through email, phone, or live chat troubleshoot, document, escalate, and manage 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
• Handles 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
• Works on tasks outside of the queue as assigned by management

Process (Improvement/ Development/ Management/ Documentation)

• Consumers of process documentation
• Identifies and recommends modifications to current process and procedures
• May log incidents related to production bugs
• May track to resolution and follow up on incident

Business Systems

• Develops knowledge of and learns business systems (e.g., Siebel , CSC, ECP) within the GSD
• Provides suggestions for improvement and helps with the coaching/development of GSD agents

Training

• Assists with post training support of new hires
• Provides side by side mentoring to peers and less senior agents

Qualifications and Skills

• Fluent Written and Verbal Italian, as well as English, Polish (other languages a bonus)
• Proven years 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 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 – assess to free counselling legal and financial consultations and crisis intervention.
• Paid employee referral program.
• Opportunity to work in supportive, inclusive environment with People-Centric Culture.
• Competitive salary and yearly bonus as well as a well-defined career path shaped to the individuals career focus & priorities.
• Attractive benefits package