Who are we?

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.