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Global Service Desk Senior Agent

 

Global Service Desk Senior Agent

  • JR-132525
  • Bogotá
  • Customer Success
  • Full time
Global Service Desk Senior Agent

Equinix is the world’s digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.  

Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best in class service to our data center customers. 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

What you will be doing

Provide best-in-class support through evaluating customer loyalty and oversight of regional customers in Spanish and English. Primary responsibility includes initial onboarding & ownership of support issues for integration customers. Works independently, receives instructions on new assignments, and supports the existing customer base. 

 

Responsibilities 

  • Support Equinix customers & partners in both Spanish and English requests via email, phone, and live chat 

  • Utilizes onboarding templates and checklists and uses judgment to make modifications to the standard during onboarding based on customers' needs and project scope 

  • Drive new customer adoption of the Equinix Customer Portal (ECP) 

  • Use a 3 Phase Methodology for onboarding:  

  • Phase 1 - Conducts pre-onboarding for identified customers 

  • Phase 2 - Kick-off Onboarding: Sets up, confirms customer information/assets, facilitates, and conducts kick-off meetings for customers 

  • Phase 3 – Package & Migrate customers to BAU motions 

 

  • Communicates effectively to both the end customers as well as internal stakeholders 

  • Able to direct customers to the right teams for their respective tasks  

  • Collects information about the customer and can be used to help enhance the customer experience 

  • Proficient in Equinix's tools, processes, policies, and escalation paths 

  • Able to articulate a moderate understanding of Equinix's product offering to the end-customer 

  • Perform Post onboarding follows up on actions and tasks as necessary 

  • Ability to articulate trends for the customer that can be packaged during the handoff process where the customer will be leveraging BAU teams for ongoing requests 

  • Able to utilize moderate inquiry (questioning) skills with the customer to better understand their business 

  • Acts as a customer advocate 

  • Ensure smooth and clear handoff to/from internal teams 

  • Assess issues to validate, prioritize and progress accordingly 

  • Handle, document, and raise the visibility of critical issues as appropriate 

  • Work cross-functionally to proactively engage internal colleagues to provide ongoing, timely updates and resolutions to the customer  

  • Drives high customer satisfaction 

 

What you should have

  • 3+ years of proven experience preferred 

  • Bachelor's (Titulo de Bachiller/ (Licenciatura)) degree preferred 

  • Advanced English & Spanish is mandatory 

“Equinix is an equal employment opportunity employer.  All qualified applicants will receive consideration for employment without regard 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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