Worldwide Customer Service Representative

2 weeks ago

Chandler, Arizona, United States CyrusOne Full time

Position Overview:

The Global Service Desk plays a crucial role in maintaining service quality and customer satisfaction across various platforms. As a Global Service Desk Technician, you will be the first point of contact for customer inquiries, ensuring prompt and effective communication.

Key Responsibilities:

  1. Maintain service availability and performance to meet customer expectations.
  2. Address, troubleshoot, and escalate service alerts as necessary.
  3. Oversee the Incident Management process to ensure swift resolution of issues.
  4. Provide exceptional customer service through various communication channels including phone, email, and chat.
  5. Collaborate with technical support and service teams to enhance the customer experience.

Daily Operations:

Your daily tasks will involve managing communication queues, monitoring systems, and coordinating escalations to meet performance metrics. Attention to detail and the ability to prioritize tasks effectively are essential in this role.

Essential Functions:

  • Deliver outstanding customer service to foster a positive experience.
  • Serve as the initial contact for all customer inquiries.
  • Verify customer authorization against a database before ticket creation.
  • Respond to all incoming inquiries within established timeframes.
  • Monitor alarm conditions and follow escalation procedures as needed.
  • Conduct shift handovers to ensure continuity of service.
  • Utilize monitoring tools to oversee all operational sites.
  • Possess a general understanding of data center infrastructure and systems.
  • Respond to network and data center alarms according to established protocols.
  • Assist with basic technical tasks as required.

Minimum Qualifications:

  • 0-2 years of experience in data center operations.
  • 1-2 years of customer service experience in an IT Help Desk environment.

Skills and Experience:

  • Strong communication skills, both verbal and written.
  • Ability to identify and resolve technical issues related to network protocols.
  • Familiarity with server and network device management.
  • Experience with ticketing systems is advantageous.

Education:

  • High School Diploma or equivalent is required.
  • Associate degree or relevant experience is preferred.

Work Environment:

This role is situated in a dynamic office and data center environment, which may involve physical demands such as lifting equipment. Flexibility in working hours, including weekends and holidays, is necessary.

Certifications:

  • CompTIA Network+ certification is preferred.

CyrusOne is committed to fostering an inclusive workplace that values diversity and equal opportunity for all candidates.

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