Customer Support Process Analyst

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:Provides Subject Matter Expert (SME) expertise on regional/global processes and procedures. Able to contribute to process design within Customer Support scope, but also able to think about the end-to-end across other connected teams.What you will be doing?Customer SupportSpends a small percentage of their time directly supporting or managing the day-to-day front-line operationsMay provide support via questions or triage regarding process or system issuesMay speak to customers for research, learning, or requirement gatheringMay speak to customers who are in an escalated stateProvide customer experience recommendations to cross-functional teams (e.g., CSMs, Ops, etc.)Have a regional understanding of changing business needs from cross-functional teams and identify impacts on the teamManagementMentors junior team membersProvides support for offshore teams on escalated issues that may require cross-functional discussionsPoC for responding to and triaging for in-region incidentsProvides backup support for in-region managerProcess (Improvement/ Development/ Management/ Documentation /Data Analysis)Drives and/or participates in global process improvement projects depending on scope and scale Identifies areas for improvement in both the customer and agent experienceAble to develop processes not just within Customer Support but also able to think about the End-to-end across other connected teamsDevelops documentation (can be technical & non-technical) in collaboration with global teamsPartners with global training team to roll out any new documentation to the support desk staffProvide data analysis/profiling to support internal performance tracking, improvement initiatives, etc.Business SystemsIdentifies global system requirements and partners with BA team to ensure global requirements are captured and implemented correctlyMay help prioritize system enhancements and/or projects for ITLeverages deep expertise in systems for decision makingIntegrationsParticipates and drives global integration activities as it relates to the development and testing of new processesCross-Functional SupportBuilds working relationships with cross-functional teamsPartners with cross-functional teams to be able to develop process changesWorks with cross-functional teams to get agreement on 'handoffs.' In some instances, may need to escalate decisions or agreements to their managerTrainingProvides subject matter input to the training team so the training team can develop content regarding process or system changes. Input may come in the form of written, verbal, or videoUATParticipates in UAT May drive UAT planning in coordination with the IT/enablement teamIdentifies UAT participants, ensuring participants are prepared and able to testIdentifies process improvements for UAT and partners with development teams to implementProject ManagementPlans, monitors, and reports out on their own work If driving a project will also be responsible to plan, monitor, and report out on all items related to projects they driveWhat do you need?Minimum 5+ years’ experience in a call center environment and experience in areas such as business analysis or process improvementFluency in written and spoken English B2Professional in Business Administration, specializing in Project Management, Customer Service, Administrative Management and/or related to the position.Excellent communication skills with a high level of customer/people-oriented skillsStrong knowledge of Microsoft Excel (Pivot Table, VLOOKUP etc.)Proficient in project management methodologiesEquinix 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.