Customer Service Technician - Temp

Summary:
The Customer Service Technician (CST) is responsible for carrying out Service Requests, which could include remote hands services for customers, cross-/disconnects, and elements of customer implementations.

Job Magnitude:

• Latitude: The position reports to the Customer Service Manager (CSM). Internal contacts mainly with various operational departments like Customer Service Planning. External contact with suppliers and customers.
• Level of Impact: The CST works closely with the CSM (or Site Manager), the Customer Service Planning team, and Customer Service Planning Coordinators to ensure the Service Request of Customers are handled according to the agreed SLA, critical for an excellent customer experience.
• Budget: No direct budget responsibility

Key Roles & Responsibilities:

• Provides technical customer service support and carries out operational technical interventions requested by clients (e.g., Hands & Eyes, Cross/Disconnects), which may include direct contact with customers.
• Monitors and documents customer services provided by external providers and accompanies customers requesting access to Digital Realty’s centralised patching room.
• Supports Service Implementation activities, under the coordination of the Service Design & Implementation Engineer/Manager.
• Executes migration activities (labelling, installation, documentation, and testing).
• Executes operational tasks regarding incidents and problem management.
• Potentially guides and supports more junior colleagues.
• Informs clients, Customer Service Planning, and the ECSC (if applicable) about progress in interventions and delivery of value-added services, follows up on customer termination requests and questions.
• Records interventions in a local report for the Data Centre Manager and Senior Site Engineer Manager, and provides feedback to the Customer Service Planning team.
• Adheres to the QHSSE Responsibilities Matrix.

Additional Duties and Responsibilities:

• Takes on other special projects/assignments as directed by the Customer Service Manager / Senior Site Manager (or Site Manager).
• Participates in the full continuous (24x7) Call Out team along with the other Engineers.

Reporting Lines & Competencies:

• The position reports directly to the Customer Service Manager, Senior Customer Service Technicians, or Site Manager. Internal contact is with the Operations function and local office, especially with Service Planning; external contact is with customers and suppliers.
• Team player.
• Good analytical skills.
• Good interpersonal skills.
• Customer-focused.
• Pro-active, self-starter.
• Quality aware; striving for 100% accuracy.
• Possesses good communication skills (both written and verbal).

Qualifications:

• Vocational or Bachelor-level qualification of a technical nature (qualified electricians are a distinct advantage).
• Construction Skills Certification Scheme certification or similar, demonstrating that relevant Health and Safety tests have been passed (desirable but not essential).
• 3-5 years of relevant experience as a technician in Telco, IT, or DC background (preferred but not essential).
• Experience with networks desired but not essential.
• ITIL and/or ServiceNow experience preferred but not essential.
• Experience working in a client-facing data centre.
• Demonstrable knowledge of data installations and termination.