Customer Support Agent

Equinix; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company in digital infrastructure seeks a Customer Support Representative to assist customers via email, phone, or live chat. The role involves troubleshooting, managing inquiries, and improving processes. Candidates should have a Bachelor's degree and proficiency in English plus another language.

Qualifications

• 1+ years experience preferred.
• Full professional proficiency in English and one additional language required.

Responsibilities

• Provides support through email, phone, or live chat.
• Documents and manages trouble resolution.
• May recommend process improvements.

Skills

Customer Support

Troubleshooting

Process Improvement

Business Systems Knowledge

Education

Bachelor's degree

Tools

Siebel

CSC

ECP

Job description

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 collaborating on work that impacts the world and being 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 and vital to our success.

Job Summary

Provides support by addressing customer requests, inquiries, and/or questions through email, phone, or live chat.

Responsibilities

1. Customer Support
2. Provides support by addressing 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 company.
3. May provide support in one or more languages.
4. Full professional proficiency in both English and (Spanish or French or Japanese or German) is mandatory.
5. Works on tasks outside of the queue as assigned by management.
6. Process (Improvement/Development/Management/Documentation)
7. Consumers of process documentation.
8. Responsible for alerting team leads and managers about discrepancies.
9. May make recommendations for process improvement.
10. Business Systems
11. Develops knowledge of and learns business systems (e.g., Siebel, CSC, ECP) within the GSD.
12. Recognizes and escalates when standard processes are not functioning correctly.

Qualifications

• 1+ years experience preferred.
• Bachelor's degree preferred.

Equinix is committed to ensuring our employment process is open to all individuals, including those with disabilities. If you are a qualified candidate and need assistance or 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 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 law.

About the company

Equinix, Inc. is an American multinational company headquartered in Redwood City, California, specializing in Internet connection and data centers.