Customer Support Agent

Who are we?
Equinix is the world's digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. You'll find belonging, purpose, and a team that welcomes you—because when you feel valued, you're empowered to do your best work.

Job Summary
An exciting opportunity to join our Global Service Desk team based in Warsaw We're looking for someone who can speak and write in fluent
German and English speaker
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

• Required to be Fluent (Written and Verbal) in 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.