IBX Facilitator IV

Equinix is the world’s digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed. 

We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.   

Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best in class service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success

Job Summary

Supports customers by coordinating visits and schedules, and ensures inquiries and issues are resolved. Performs administrative tasks such as record keeping, coordinating activities, and managing IBX work queues.

Responsibilities

Customer Support

• Educates customers and provides information on policies and procedures, the facility and services




• Coordinates customer work visits with security and escorts customers and/or vendors as needed throughout data center




• Ensures that customer inquiries and issues are resolved




• Develops and cultivates relationships with customers




• Provides general IBX tours to new customers

Orders Support

• Enters customer orders into the ticketing system and checks to ensure that orders are fulfilled




• Performs invoice verifications




• Assists with complex shipping inquiries including tracking packages, creating tickets and locating shipments

Internal/External Contact

• Directs and sources inquiries to appropriate cross-functional teams (Care/Sales/Ops)




• Serves as an on-site customer liaison




• Maintains positive business relationships with local vendors (Hotel, Restaurant, Taxi, Catering) in support of Equinix customer needs




• Acts as POC and local informational resource to Sales, Care, and Marketing; informs regional Management as appropriate

Problem Solving

• Liaisons with field and other personnel when necessary to ensure problem resolution




• Ability to discern Customer Satisfaction-related issues and escalate to management

Stock Maintenance

• Maintains clean, fully-stocked and functional Customer Care Areas and Conference rooms




• Controls stock inventory by conducting monthly physical counts, reconciling variances and inputting data into the database

Reporting

• Ensures accurate and timely Condition Report creation and closure




• Reviews routine IBX Operations Weekly Status reports and provides analysis, as needed

Process Optimization

• Identifies trends and coordinates with leadership team to recommend and implement tools or enhancements to simplify processes

Administration

• Assists customers with conference room scheduling and resolution of conflicts




• Creates templates to easily send to a customer via mobile SMS, e-mail or printout




• Keeps records of activities within the IBX including circuit inventories, installed power inventories and labor hours expended




• Directly coordinates activities as needed with the Equinix Response Center




• Answers incoming phone calls to the IBX




• Maintains the conference room and tour schedules




• Manages the IBX work queues via internal systems (i.e., dispatch, updates and escalations of tickets)




• May generate purchase requisitions and coordinate with vendors for delivery and invoicing




• Assists with special projects as assigned

Qualifications

• 1+ years experience

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.