Customer Support Agent (Mandarin Speaking, Open to New Grads)
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
Provides tier two(more complex) support on customer requests, inquiries, and/or questions through email, phone, or live chat
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
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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
- 1+ years experience preferred
- Bachelor's degree preferred
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.
We use artificial intelligence in our hiring process. Learn more here.
Perks and Benefits
Health and Wellness
- Mental Health Benefits
- Health Reimbursement Account
- On-Site Gym
- Health Insurance
- Dental Insurance
- Fitness Subsidies
Parental Benefits
- Birth Parent or Maternity Leave
- Fertility Benefits
Work Flexibility
- Remote Work Opportunities
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Company Outings
- On-Site Cafeteria
- Holiday Events
- Casual Dress
- Snacks
Vacation and Time Off
- Personal/Sick Days
- Leave of Absence
- Paid Vacation
Financial and Retirement
- 401(K) With Company Matching
- Stock Purchase Program
- Performance Bonus
Professional Development
- Internship Program
- Shadowing Opportunities
- Access to Online Courses
- Leadership Training Program
- Promote From Within
- Mentor Program
- Lunch and Learns
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program