Global Service Desk Agent

1 miesiąc temu

Warszawa, Mazovia, Polska Equinix Pełny etat

Job Summary

An exciting opportunity to join our Global Service Desk team as a German-speaking customer support specialist. We're looking for someone who can provide tier two 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 that is constantly changing and where you really can make a difference.

Responsibilities

  • Provides tier two support on customer requests, inquiries, and/or questions through email, phone, or live chat.
  • 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 of 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 a 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 – access to free counseling, legal, and financial consultations, and crisis intervention.
  • Paid employee referral program.
  • Opportunity to work in a supportive, inclusive environment with a People-Centric Culture.
  • Competitive salary and yearly bonus as well as a well-defined career path shaped to the individual's career focus & priorities.
  • Attractive benefits package.

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