Customer Service Advisor

Your role

Great opportunity for someone with some good customer service experience and a genuine interest in the sector. 

Plenty of scope for career development whilst working in a fantastic learning environment. 

The EMEA Command Centre provides support for all Digital Realty 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 Digital Realty Data Centres to ensure that we maintain "uptime" for those we service, and manage incidents and escalations in line with ITIL 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 Digital Realty’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..

This role will involve shift work and is office based. 

What you’ll do

• 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 1st 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. 
• Contributing to ongoing process improvement projects by identifying opportunities to increase quality and efficiency.

What you'll need 

• Demonstrable experience of working within an international B2B company, ideally within the IT or Telecommunications industry, in a customer support role where high standards of customer service are expected. 
• Experience of ticket management in CRM systems. Basic understanding of ITIL methodology.
• An understanding of basic data centre and networking terminology, such as monitoring alarms
• 2+ years in customer service facing role.
• Fluent English 
• Bilingual (English and one of the 3 core languages: German, Spanish or French) desirable 
• Must have excellent writing and communication skills in English and one of the core languages (German Spanish or French) desirable

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx™) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 28 countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

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.