Global Service Desk Agent
2 tygodni temu
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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