Operations

Customer Service Advisor

60 london wall, London

Back to vacancy overview Share vacancy Last updated: 06-03-2023

Your role

The EMEA Command Centre provides support for all Interxion's Data Centres in EMEA. Acting as "nerve centre" for the Company it not only provides rapid first line response to our customers but also monitors the systems across all Interxion Data Centres to ensure that we maintain "uptime" for those we service, and manage incidents and escalations in line with ITIL V3 methodology

As part of the EMEA Command Centre, the Customer Service Advisor will act as the first point of contact for all customers ensuring that queries and requests are managed in accordance with agreed service level agreements and that Interxion's high standards of customer satisfaction are maintained.

Supporting the monitoring, management and completion of our request fulfilment tasks such as Data Centre Hands & Eyes support, Deliveries and Removals, customers enquiries including for Interconnectivity products.

Supporting the proactive monitoring of Building Monitoring System (BMS) alerts and diagnosing and troubleshooting faults or helping in the coordination of incidents.

What you’ll need

Handling customer service requests either via phone, email, and customer self-service portal
Provide regular updates to ticketing systems whilst progressing customers’ enquiries and issues through to resolution
Liaising and escalating within Interxion departments to ensure minimum disruption and downtime on our services.
Providing 1^st line support and troubleshooting on the customer self-service portal
Following Company escalation procedures based on the impact or severity of the customer requests
Effective & timely management of customer cases within defined SLAs
Ensuring response times for handling internal stakeholder requests are within defined OLAs
BMS Event/alarm monitoring and coordination between customer and local sites
Generates and coordinates distribution of communication relative to site maintenances and site advisory
Incident Management central coordination support in line with our IMP to ensure that incidents are investigated and resolved and communicated to customers in a timely manner
Maintaining and updating critical customer information on the customer contact database where applicable
Participating and promoting Customer Service improvement initiatives to ensure excellent customer service is provided.

Essential Skills

2+ years in customer service facing role.

Fluent English

Bilingual (English and one of the 3 core languages: German, Spanish or French).

Must have excellent writing and communication skills in English and one of the core languages (German Spanish or French).

Desirable but not essential:

Educated to Degree level
ITIL V3 Foundation Certificate or ITIL 4
Multilingual in more than one core language is a plus.
Good understanding of either basic Data Centre operations is a plus.
Experience working within a Telecommunications, Operation Centre, Data Centre or equivalent is a plus

A bit about us

Interxion: A Digital Realty Company, is a leading provider of carrier and cloud-neutral data centre services across EMEA. With more than 700 connectivity providers in over 100 data centres across 13 European countries, we are at the heart of the internet – powering finance, communication, healthcare, creativity, entertainment, life. As part of Digital Realty, our customers now have access to 49 metros across six continents. We’ve 2,800+ colleagues around the world who work together, come up with life-changing solutions and create connections that matter every day.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. This is an exciting time to join our business so apply now and make your mark on our future.