Who are we?Equinix is the world’s digital infrastructure company®, operating over 260 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. Job DescriptionAre you ready to launch your career in customer service to new heights? Join our dynamic team as a Customer Support 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 UsCareer Development: Elevate your skills with in-depth training sessions and stay ahead of industry trends. We're committed to your professional growthCustomer Impact: Be the voice of our customers, resolving issues and providing top-notch support. Your efforts directly contribute to their satisfaction and loyaltyTeam Collaboration: Join a collaborative team that values your contributions. Embrace a positive work culture and thrive alongside supportive teammatesJob Summary As a Customer Support Agent , you will be the initial point of contact for customers seeking assistance. Responsibilities include:Addressing basic inquiries, providing product information, and troubleshooting common issues.Collaborating with cross-functional teams and maintaining meticulous records of customer interactionsResponsibilitiesCustomer Engagement ExpertiseRespond promptly to customer inquiries via phone, email, or chatPrioritize orders efficiently and maintain up-to-date customer casesProvide accurate information and expertly assist in issue resolutionDocument all customer interactions meticulously in our CRM system, Salesforce.comCapture customer feedback, actively contributing to continuous improvement initiativesProduct and Service Mastery: Develop an in-depth understanding of our products and services, becoming a reliable specialist for customersStay abreast of the latest features and fixes, ensuring proactive knowledge ahead of customer queriesPromptly address customer concerns, utilizing Tier 2 support for more complex cases. Customer Satisfaction and QualityStrive to meet or exceed customer satisfaction targetsGather customer feedback and escalate recurring issues to improve overall service qualityParticipate in training programs to enhance your skills and knowledgeCommunicate with customers in a clear and professional manner, adapting your communication style to the customer’s needsQualificationsEssential SkillsExceptional English communication skills, both written and spokenStrong curiosity about technology, with a willingness to learn and adaptCustomer-centered thinking and a high level of empathyProven ability to thrive in fast-paced environments, handling tasks with finesseCollaborative team player, always ready to support colleagues and foster a positive work environmentNew graduates without prior work experience are encouraged to apply!Availability and Technical ProficiencyAmenable to work Onsite at Glas Tower, Ortigas Center, PasigWillingness to work flexible shifts, including weekends and holidays, in a 24/7 customer support environmentWhat's in It for YouJoin our team and unlock a rewarding career with benefits designed to support and empower you:Competitive Compensation: Enjoy market-aligned pay with performance-based bonuses to reward your contributions.Comprehensive Health Coverage: Access life and medical insurance for you and your eligible dependents, effective from your first day.Holistic Support: Benefit from our Employee Assistance Program, offering resources for mental health, legal, and financial guidance.Continuous Growth: Take advantage of educational support and sponsorships to enhance your skills and advance your career.Vibrant Workplace: Thrive in a thoughtfully designed environment with complimentary snacks, drinks, and coffee to keep you energized.Career Opportunities: Build a meaningful career at the world’s leading digital structure company, where your impact shapes the future.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.
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