Global Service Desk Agent (Mandarin & English Speaking)
4 days ago Flexible / Remote
About us
- Size: 5,001-10,000 employees
- Industry: Technology: B2B Tech Services
Why you should apply for a job to Equinix:
Ranked as one of the Best Technology Companies in 2024
4.6/5 in overall job satisfaction
4.7/5 in supportive management
93% say women are treated fairly and equally to men
94% would recommend this company to other women
100% say the CEO supports gender diversity
Ratings are based on anonymous reviews by Fairygodboss members. See all reviews ›
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 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
Process (Improvement/ Development/ Management/ Documentation)
Business Systems
Training
Qualifications
Required:
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.
This posting is a new position within our organization.
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 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.
We use artificial intelligence in our hiring process. Learn more here.
This posting is a new position within our organization.
Additional Information
- Posted: 4 days ago