Customer Support Process Analyst

Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. That’s why we're always looking for creative and forward thinking people who can help us achieve our goal of global interconnection. With 200 data centers in over 24 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions. 

At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who create The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do. 

Looking for an enthusiastic Customer Support Process Analyst interested in joining our team and contributing to our strategy of continuous customer experience improvement. 

Responsibilities

Provides expertise on regional/Global Service Desk (GSD) processes and procedures.  Understand the customer support landscape across GSD and think critically about how to address improvements for future needs.  The individual is able to contribute to process design within GSD scope, but also able to think about the end-to-end across other connected teams.  Explore and troubleshoot the customer's issues and participate in GSD process improvement projects.  Gather data and conducts research as well as analyze the results.  Utilize the data, observations, trends and reports to share proposed ideas and ways to improve it. 

Customer Support

• Voice of the customer (GSD supported languages) in assigned projects and user acceptance testing




• May speak to customers for learning or requirements gathering




• Knowledge of all Equinix products, and GSD processes/procedures




• Provides customer experience recommendations to cross functional teams




• Drive continuous improvement of GSD core processes to ensure quality is maintained while efficiency is optimized

Management

• Provides support for GSD offshore teams on escalated issues that may require cross-functional discussions




• GSD PoC for responding to and triaging for in-region incidents

Business Planning/Change Management/Continuous Improvement

• Plans and organizes GSD tasks and work responsibilities to achieve objectives




• Coordinate with BA and project team, a GSD implementation plan and impact analysis of the proposed change




• Designs and contributes to GSD improvement measures and changes. These may concern service design, process and technology

• Generates ideas for improvement, takes advantage of opportunities, suggests innovations

Stakeholder Management

• Build and manage interpersonal relationships.  Interacts with people effectively.  Able and willing to share and receive info




• Ability to negotiate and influence others in order to assert ideas, gain support from other and persuade other to take action and resolve issues on cross-functional projects

Project Deliver/Data Analysis

• Builds GSD business cases that identifies benefits/risks of possible alternative solutions that fit into GSD objectives




• Ability to remain in constant alignment with GSD mission while successfully analyzing details




• Strong GSD business acumen, including strong analytical skills and ability to think critically.  Analyzes problem by gathering and organizing all relevant info




• Engages in new product/changes development. Analyses impact and designs the GSD service and process.  Formulates requirements to be incorporated in the product design

Qualifications

• 3+ years experience preferred




• BA/BS degree or equivalent experience, preferably in computer-related field




• Experience in a technical industry preferred (IT, telecommunications or data centers)




• Expertise in MS Word, Excel (including Excel pivot tables), Visio, and PowerPoint required




• Experience in Salesforce, Siebel is desirable




• Experience working on a project team




• Excellent written and verbal English communication skills are essential




• Excellent organizational, communication and interpersonal skills, ability to professionally communicate and interact with all levels of internal and external customers




• Customer service focused




• Strong attention to detail with a high degree of accuracy




• Requires strong process orientation, analysis, judgment, negotiation and problem-solving skills




• Ability to work and adapt in rapidly changing environment and embrace change




• Ability to juggle multiple priorities, and a self-starter attitude

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.