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Job Summary
Provides customer support on external/internal requests, inquiries, and/or questions through email, phone, or live chat. This position operates in a shift-based work environment.

Responsibilities

Customer Support

• Provides customer support on external/internal 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 Strategic requests
• May provide support in 2 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, SFDC, CSC, ECP) within the Customer Support
• Provides suggestions for improvement and helps with the coaching/development of Customer Support agents

Training

• Assists with post training support of new hires
• Provides side by side mentoring to peers and less senior agents

Qualifications

Required:

• Fluency in Mandarin Chinese & English (spoken and written)

Preferred

• 1+ years experience preferred
• Bachelor's degree preferred
• Experience supporting customers in a multilingual environment

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. 

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