Global Customer Support Process Analyst

Global Customer Support Process AnalystEquinix is the world’s digital infrastructure company, operating 240+ 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 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.  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 Summary  The Customer Support Process Analyst (CSPA) is a vital contributor within the Global Customer Support organization. This role focuses on enhancing the efficiency and effectiveness of all QA processes, collaborating closely with the QA Manager. The CSPA will review, calibrate, and capacitate QA analysts while serving as a crucial focal point for Customer Support operations. This position demands a deep understanding of customer support processes, driving continuous improvements and maintaining a high standard of quality.  Responsibilities Quality Assurance and Process Enhancement Collaborate with the Quality Assurance process by conducting audits of Customer Support cases and escalations (T1 and T2)Categorize errors to create actionable insights and implement effective quality assurance processesDriver root cause analyses to investigate human errors, process gaps, deviations, system defects, and policy/documentation issues within a moderate scopeDocument detailed findings and maintain records according to established standardsContribute to high-quality work to ensure accuracy and relevance of findings, driving productivity improvements in day-to-day QA operationCollaborate on autonomously analyzing broader sets of data to identify trends and insightsWork closely with team members and cross-functional teams to share findings, validate results, and drive improvement actionsAlign with best practices to continuously enhance Customer Support service and the Quality Assurance ProcessAssist in investigating and verifying the impact of solutions, confirming expected improvements, and gaining agreement from managementProvide support in generating detailed reports and explanations on findings to team members and managers, facilitating decision-making Customer Support Enhancement Collaborate with cross-functional teams to address customer support improvements, supporting the voice of the customerParticipate in user acceptance testing (UAT) for product, process, and technology changes, ensuring the right test scenarios are executed and evaluatedContinuously enhance knowledge of Equinix products and Customer Support processes/procedures Process and Documentation Contribute to the development of process designs within the Customer Support scope and anticipate end-to-end processes across connected teamsCollaborate on the creation of technical and non-technical documentation, partnering with global teamsAssist in rolling out new documentation to support desk staff with the guidance of management Cross Functional Collaboration Build working relationships with cross-functional teams and support team collaborationAssist in establishing effective handoffs and escalate decisions or agreements when necessaryParticipate in Regional/Global/Cross-Functional projects or tasks identified in cross-functional reviews/forums within a moderate scope Training and Development Assist in mentoring junior and/or outsourced team members in selected activities, supporting their growth and skill developmentOffer support in providing professional input to the enablement/KB/KM team for content creation related to process or system changesUtilize knowledge of the Customer Support environment, systems, and operational processes to support continuous improvements Communication Provide clear and effective communications to convey information and reasoning to team members and managersQualificationsTypically requires a Bachelor's degree and proven years of related experience preferred or equivalent work experienceEquinix 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.