Customer Service Advisor - London, United Kingdom - Digital Realty

Digital Realty

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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

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 selfservice 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
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