Deskripsi Pekerjaan
Join Equinix, a global leader in data center and interconnection solutions, as a Data Center Customer Operations II in Iskandar Puteri, Johor. We foster an environment where bold ideas are celebrated, human connections are prioritized, and every team member has the opportunity to shape their future. In this pivotal role, you'll be the backbone of our customer service ecosystem, ensuring seamless operations and exceptional experiences for clients across our state-of-the-art data centers. Your expertise will directly impact mission-critical infrastructure while collaborating with cross-functional teams to drive innovation and operational excellence. If you're passionate about technology, customer-centric solutions, and continuous growth, this is your chance to build a rewarding career with a company that values your unique contributions.
Tanggung Jawab
- Manage and resolve customer inquiries related to data center services, including power, cooling, and connectivity issues
- Act as primary escalation point for complex customer problems, coordinating with technical teams to ensure timely resolution
- Monitor service performance metrics and proactively address potential disruptions to maintain 99.999% uptime
- Document all customer interactions, resolutions, and service improvements in compliance with SLA standards
- Develop and maintain strong client relationships through regular communication and performance reviews
- Identify process optimization opportunities and contribute to continuous improvement initiatives
- Train and mentor junior team members on best practices in customer operations
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
- 2+ years of experience in customer service or technical support within data center/IT infrastructure environments
- Proficiency with ticketing systems (e.g., ServiceNow, Jira) and CRM platforms
- Strong troubleshooting skills with ability to diagnose technical issues across network, hardware, and software layers
- Excellent written and verbal communication skills in English and Bahasa Malaysia
- Ability to work rotating shifts and on-call duties as required
- Industry certifications (e.g., CompTIA Network+, CCNA) are highly desirable