Global Service Desk Agent

Who are we?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.  Global Service Desk AgentJob Summary As a full-time Customer Support Representative (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 AssistanceRespond promptly to customer inquiries through various channels, such as phone, email, or chatExtensive problem-solving, order processing, and updating customer casesProvide accurate information about products or services and assist with basic troubleshootingEnter all customer inquiries into the Customer Relationship Management (CRM-Salesforce.com) system, ensuring comprehensive data is captured to document the customer experienceIssue ResolutionResolve customer issues or escalate them to the appropriate support tier if necessaryProduct KnowledgeDevelop a comprehensive understanding of the company's products or services to assist customers effectivelyStay informed about product updates, features, and troubleshooting techniquesSuccessfully complete all training requirements within a 7-day timeframe from the date of assignmentCustomer SatisfactionStrive to meet or exceed customer satisfaction targetsGather customer feedback and escalate recurring issues to improve overall service qualityCommunicationCommunicate with customers in a clear and professional manner, adapting your communication style to the customer’s needsKeep customers informed about the status of their inquiries and resolutionsTeam Collaboration Collaborate with Tier 2 support and other teams to resolve complex issues and share customer feedback for continuous improvementQuality AssuranceAdhere to established support processes and quality standardsParticipate in training programs to enhance your skills and knowledgeEngage in additional training programs to augment your skills and knowledgeQualificationsPrevious experience with Equinix is a plusHigh school diploma or equivalent (some college education is a plus)Proficient written and verbal communication skills in EnglishBasic technical knowledge and ability to learn new systems quickly Customer-focused with a positive and empathetic attitudeAbility to work in a fast-paced environment and handle multiple inquiries simultaneouslyTeam player with a willingness to collaborate and contribute to a positive team cultureWillingness to work in the office and shifts (24/7) Sundays, public holidays, or night shiftsProficient with MS Office (Outlook, Word, Excel)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.