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Customer Service Advisor

  London
Position Title: Customer Service Advisor
Location: London

Your role

The Command Center Analyst – I is responsible for the day-to-day monitoring of network and infrastructure operations.  Provides customer service, troubleshooting, as well as incident escalation for all internal and external customers contacting the Command Center.  

This position is shift based and you will be required to work on a rotating schedule, full time on-site.

What you’ll do

  • Receive, triage and action incoming phone calls, emails and portal tickets from internal and external customers
  • Provide Tier I direction and coaching for customers portal usage
  • Monitor and action Alarm platforms to ensure all major or critical alerts are dealt with within SLA
  • Generate and publish internal and external customer notifications and updates relative to Incidents, Maintenance and Advisories specific to site or regional impact
  • Provide proactive and reactive assistance for external customers specific to site operations, connectivity product and customer portal issues and questions.
  • Detects and escalates connectivity product alarms to provide basic, first tier support, escalating to Tier II, Tier III and management as required.
  • Prioritize and triage work properly to meet established KPI measures and commitments.
  • Provide effective communication with Tier II, Tier III and management to ensure issues that are escalated receive immediate attention.
  • Provide thorough documentation of Incident, Maintenance and Problem details in near real-time using existing systems & tools. 
  • Maintain and consistently add to knowledge and skill base through internal and external training, continuing education and professional associations

What you'll need

  • Experience working in a Network Operation Center or Contact Center essential
  • Experience providing customer service or technical support
  • Excellent written and oral communication skills, able to engage with colleagues and customers and diffuse difficult situations
  • Ability to multi-task and prioritize job requirements
  • Discipline and commitment to meet deadlines
  • Self-motivated and able to work on issues independently with limited supervision
  • Effective organizational skills and attention to detail
  • Basis skills with Microsoft Operating Systems, Office Suite and Visio.

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 25+ 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.