Global Service Desk Agent

Global Service Desk AgentEquinix 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 SummaryProvides tier two (more complex) support on customer requests, inquiries, and/or questions through email, phone, or live chat.ResponsibilitiesCustomer SupportProvides tier two(more complex) support on customer requests, inquiries, and/or questions through email, phone, or live chat troubleshoot, document, escalate, and manage trouble resolution in the best interest of the customer and companyMay also have involvement in escalation support at the tier 1 and 2 levelsHandles more complex issues and customersMay handle some specialized functions such as 1st level billing support, portal onboarding and simple GAM requestsMay provide support in 1 or more languagesWorks on tasks outside of the queue as assigned by managementProcess (Improvement/ Development/ Management/ Documentation)Consumers of process documentationIdentifies and recommends modifications to current process and proceduresMay log incidents related to production bugsMay track to resolution and follow up on incidentBusiness SystemsDevelops knowledge of and learns business systems (e.g., Siebel , CSC, ECP) within the GSDProvides suggestions for improvement and helps with the coaching/development of GSD agentsTrainingAssists with post training support of new hiresProvides side by side mentoring to peers and less senior agentsQualifications1+ years experience preferredBachelor's degree preferredEquinix 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.