Job Description

** Customer Support Technician 1 / Night Shift**

**Job Category****:** Customer Care **Requisition Number****:** CUSTO001214 Showing 1 location **Job Details**

**Description**

Monday-Friday 8:30pm to 5:00am shift

The Customer Care Agent is responsible for proactive monitoring, escalation/resolution of issues, processing requests from both customers and internal clients, and rapid isolation and restoration of issues related to a diverse customer base with an ITIL service management focus. They function as a central point of contact for Cyxtera, interfacing directly with hosting customers, 3rd party vendors and internal resources to ensure a superior customer experience. The Customer Care team works in an inbound call center environment, working all shifts 24x7x365.

**Position Objectives:**

* Deliver superior customer service through professional, comprehensive, and timely communication for Requests, Changes, and Incidents.

* Maintain platform and solution stability through initial troubleshooting, timely resolution of customer requests, and proactive maintenance.

* Ensure all internal systems and customer environments are operational through the use of Network/System monitoring.

**Essential Duties:**

* Take inbound calls from customers in support of their hosting environments.

* Monitor and respond to customer emails requesting assistance with data center activities impacting their hosting infrastructure.

* Process requests submitted through the Cyxtera customer portal.

* Identify, escalate and resolve events according to procedural documentation and training.

* Provide and obtain timely updates to/from relevant parties (internal and external).

* Monitor customer and infrastructure environments through network/system monitoring and automated email alerts.

* Must be able to work all shifts in a 24x7x365 environment.

**Required skills:**

* Exceptional customer service skills.

* Excellent verbal, written and analytical skills.

* Ability to work well in a team environment. **Team players only**.

* Ability to successfully multi-task throughout your shift.

* Quick learner the ability to rapidly adapt to procedural changes, added job responsibilities, and supporting emerging technologies.

* Proven problem-solving skills with an emphasis on a timely resolution/escalation.

**Education or Equivalent Experience:**

* Bachelors degree or equivalent education in related fields preferred, but not required.

* Certificates of training in associated fields/equipment are helpful, but not required.

* 2-3 years experience in enterprise IT support or service provider experience preferred. General customer service experience in a non-IT environment can be substituted.

Bottom line: if you possess great attention to detail, great communication skills, the ability to multi-task in a hectic environment and, most importantly, have a great attitude, we are looking for you!

**Qualifications**

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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