Equinix is the world’s digital infrastructure company®, operating over 250 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.  

Are you ready to launch your career in customer service to new heights? Join our dynamic team as a Global Service Desk Analyst, where you'll play a pivotal role in delivering outstanding customer experiences. This is an opportunity to Build a career journey in the world’s largest digital infrastructure company. 

Why Us

• Career Development: Elevate your skills with in-depth training sessions and stay ahead of industry trends. We're committed to your professional growth

• Customer Impact: Be the voice of our customers, resolving issues and providing top-notch support. Your efforts directly contribute to their satisfaction and loyalty

• Team Collaboration: Join a collaborative team that values your contributions. Embrace a positive work culture and thrive alongside supportive teammates

Job Summary 

• As a full-time Global Service Desk Agent (Tier 1) working in our office, you will be the initial point of contact for customers seeking assistance. Your commitment to professionalism and understanding of the company will be integral to your success. Responsibilities include addressing basic inquiries, providing product information, and troubleshooting common issues. Collaborating with cross-functional teams and maintaining meticulous records of customer interactions are crucial aspects of this role, contributing to overall customer satisfaction and the efficient resolution of inquiries.

Responsibilities

Customer Engagement Expertise

• Respond promptly to customer inquiries via phone, email, or chat

• Prioritize orders efficiently and maintain up-to-date customer cases

• Provide accurate information and expertly assist in issue resolution

• Document all customer interactions meticulously in our CRM system, Salesforce.com

• Capture customer feedback, actively contributing to continuous improvement initiatives

Product and Service Mastery: 

• Develop an in-depth understanding of our products and services, becoming a reliable specialist for customers

• Stay abreast of the latest features and fixes, ensuring proactive knowledge ahead of customer queries

• Promptly address customer concerns, utilizing Tier 2 support for more complex cases

Customer Satisfaction and Quality

• Strive to meet or exceed customer satisfaction targets

• Gather customer feedback and escalate recurring issues to improve overall service quality

• Participate in training programs to enhance your skills and knowledge

• Communicate with customers in a clear and professional manner, adapting your communication style to the customer’s needs

Qualifications

Essential Skills

• Exceptional English communication skills, both written and spoken

• Strong curiosity about technology, with a willingness to learn and adapt

• Customer-centered thinking and a high level of empathy

• Proven ability to thrive in fast-paced environments, handling tasks with finesse

• Collaborative team player, always ready to support colleagues and foster a positive work environment

• Previous experience with Equinix is a plus

• Fresh College Graduates without prior work experience are encourage to apply!

Availability and Technical Proficiency

• Willingness to work flexible shifts, including weekends and holidays, in a 24/7 customer support environment

• Proficiency in MS Office applications (Outlook, Word, Excel) is a notable advantage

• Ready to launch your career in customer service with us? Apply now and be part of a team that values your dedication and passion for customer satisfaction. Your journey to career growth starts here!