Global Service Desk Agent

2 dni temu

Warszawa, Mazovia, Polska Equinix Pełny etat
Job Summary

We are seeking a skilled Global Service Desk Agent to join our team. As a Global Service Desk Agent, you will provide tier two support on customer requests, inquiries, and/or questions through email, phone, or live chat. You will troubleshoot, document, escalate, and manage trouble resolution in the best interest of the customer and company.

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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