Customer Support Process Analyst

Who are we?

Equinix is the world's digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.

Customer Support Process Analyst

Job Summary

You will contribute to the overall process design within the Customer Support scope and anticipate end-to-end processes across other connected teams. Gain an understanding of the customer support landscape and think critically about addressing future needs. Collect data and conduct research, utilizing gathered data, observations, trends, and reports to formulate and propose improvement ideas. Engage with cross-functional teams on both high-level and detailed aspects to evaluate requirements and challenges. Additionally, you will counter-propose ideas and advocate for change. Finally, you will lead process improvement efforts of moderate scope and serve as a key contributor in broader improvement programs, focusing on specific deliverables under guidance and representing customer support.

Responsibilities

• Map, analyze, and enhance customer journeys and customer support processes
• Perform intermediate-level root cause analysis by investigating human errors, process gaps and deviations, system defects and malfunctions, policies, and documentation to identify cause-and-effect relationships
• Propose, develop, and prioritize improvements, ensuring planned impact based on the Voice of the customer and data-driven analyses
• Work and present proposals to leadership backed by sound business cases and best practices
• Participate in global improvement projects and cross-functional forums focused on developing outstanding customer experiences and process improvements within a moderate scope
• Manage projects of moderate scope, planning and organizing tasks and responsibilities to achieve objectives
• Engage in new product development and formulate requirements for customer support based on impact analysis
• Provide input to the enablement team for content creation regarding process or system changes within a moderate scope
• Negotiate and influence others to assert ideas, gain support, and persuade others to take action and resolve issues through proposed solutions and improvement projects
• Perform individual tasks as well as engage in team efforts requiring a high level of collaboration
• Collaborate intensively with customer support operations, business analysts, IT, and cross-functional stakeholders
• Serve as a subject matter expert in a specific business process or domain of expertise related to customer support
• Utilize Lean Six Sigma methodologies where appropriate

Qualifications

• Bachelor's degree in a relevant field (e.g. business, management)
• Prov years of experience in areas such as business analysis, business improvement, quality assurance, process improvement, or customer service design
• Experience working in customer support or contact centers, preferably in a global environment
• Strong analytical and critical thinking skills
• Proven track record of successfully delivering solutions to challenges
• Lean Six Sigma or similar certification is preferred
• Attention to detail while maintaining a focus on the bigger picture and purpose
• Effective problem-solving abilities
• Ability to influence and make an impact
• Excellent presentation skills
• Proficient in project management methodologies
• Results-driven mindset
• Outstanding communication skills

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.