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Job Summary

Has a substantial understanding of the job while working on assignments that are moderately difficult requiring judgement in resolving issues or making recommendations. Focus is on moderately difficult tasks, using substantial understanding of standard operating procedure. Supports the overall team.

Responsibilities

Administration

• Provides support to multiple datacenter facilities, on moderately difficult administrative duties

• Answers incoming phone calls and uses substantial knowledge of standard operating procedures to resolve

• Reviews and responds to moderately difficult work request systems (i.e., dispatch, updates, escalations, etc.)

• Ensures moderately difficult administrative inquiries and issues are resolved for the facilities and customers

• Supports customers by coordinating visits and schedules in the data center

• Maintains the conference rooms and tour schedules while customers are on-site

• May generate purchase requisitions and coordinate with vendors for delivery and invoicing

• Assists with special projects, as assigned

Customer Support

• Educates customers on the datacenter policies and procedures, the facility and services to customers while on site

• Cultivates and enhances positive customer experiences when visiting the datacenters

• Coordinates moderately difficult customer work visits and escorts customers and/or vendors in the datacenters

• Ensures moderately difficult customer inquiries and issues are resolved while customers are on site

• Identifies potential trends in customer inquiries and uses substantial knowledge of operating procedures to make recommendations

• Provides substantial induction learning tours to new customers to orient them to the site; may provide coaching and mentorship to team members on customer learning tours

• Directs customers (via direct line) throughout the facilities, as needed

Onsite Customer Liaison 

• Directs and sources moderately difficult inquiries to appropriate cross-functional teams

• Maintains positive business relationships with local vendors in support of customer's administrative needs; provides information about local vendors to customers upon request

• Provides back-up coverage on the inventory ordering of supplies to maintain customer facing areas in the datacenters

• Partners with teams in the tracking of customer shipments when on-site

• Uses substantial knowledge to discern customer satisfaction issues and uses judement to solve for; if necessary escalates to proper team members/management

Qualifications

• Typically requires a high school diploma and 2-4 years of equivalent work experience

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.