Who are we?
Equinix is the world's digital infrastructure company®, operating over 250 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.
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Global Service Desk Agent
Job Summary
An exciting opportunity to join our Global Service Desk team! We're looking for someone who can speak and write in fluent Dutch, English (and/ or German) to join the team providing tier two (more complex) support on customer requests, inquiries, and/or questions through email, phone, or live chat!
In this role you will be taking care of a variety of challenges and from your direct contribution assist our customers so they can continue their day-to-day business.
When joining our team be prepared to learn a lot, laugh a lot but most of all be included in our Equinix family. Our Service Desk is an environment which is constantly changing and where you really can make a difference. Our atmosphere is welcoming, and your colleagues are driven and involved. Equinix is a company where there is room for personal development and where improvement proposals are highly appreciated. If you are someone who is looking for their next challenge, eager to learn, open to shift work, has an eye for detail and with solid experience in customer support APPLY to join us!
Responsibilities
Customer Support
- Provides 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 company
- May also have involvement in escalation support at the tier 1 and 2 levels
- Handles more complex issues and customers
- May handle some specialized functions such as 1st level billing support, portal onboarding and simple GAM requests
- May provide support in 1 or more languages
- Works on tasks outside of the queue as assigned by management
Process (Improvement/ Development/ Management/ Documentation)
- Consumers of process documentation
- Identifies and recommends modifications to current process and procedures
- May log incidents related to production bugs
- May track to resolution and follow up on incident
Business Systems
- Develops knowledge of and learns business systems (e.g., Siebel , CSC, ECP) within the GSD
- Provides suggestions for improvement and helps with the coaching/development of GSD agents
Training
- Assists with post training support of new hires
- Provides side by side mentoring to peers and less senior agents
Qualifications and Skills
- Fluent Written and Verbal, in Dutch or German, as well as English
- Proven years experience in senior customer support/ service role
- Bachelor's degree preferred
Our offer
- Employment in a stable company with an established position in the market.
- Possibility to work within fast growing world's 500 Fortune digital infrastructure company.
- Challenging job in a dynamic, professional, international and multicultural environment.
- Possibility to participate in company sponsored trainings package.
- Employee Assistance Program - assess to free counselling legal and financial consultations and crisis intervention.
- Paid employee referral program.
- Opportunity to work in supportive, inclusive environment with People-Centric Culture.
- Competitive salary and yearly bonus as well as a well-defined career path shaped to the individuals career focus & priorities.
- Attractive benefits package:
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.
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.