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Onboarding Specialist
Ref No.: 17-18815
Location: San Jose, California
Start Date / End Date: 08/21/2017 to 12/22/2017
 
Job Title: Onboarding Specialist
Keywords:  
Number of Positions: 5    
Remaining Positions: 5    
Duties: The Onboarding Specialist will act as a pivotal contact to ensure New Logos and Existing Customers are oriented to Equinix services, policies, procedures and customer Portal.  The OBS will also ensure that customer expectations are set in the forefront and ensure that all customer personnel who are involved with the IBX(s) are educated.  It is essential that the OBS have strong interpersonal skills, be organized, able to problem solve, and have a strong sense of the importance of their function within the organization and for the customer.  The Onboarding Specialist will most likely be the first organizational representative with whom the customer interacts and set the tone for the customer's experience with Equinix.
 
General Responsibilities
 
  • Answers inquiries by clarifying desired information; researching, locating, and providing information
  • Resolves problems by clarifying issues: Investigating and exploring answers and alternative solutions, implementing solutions, and escalating any unresolved problems
  • The OBS will need enter new customer information into Equinix related systems and update existing customer information as required
  • Document all call information according to standard operating procedures
  • Conduct post-onboarding follow-up calls to customers
  • Handle customer inquiries both telephonically and by email related to any onboarding activity
  • Direct requests and unresolved issues to the designated resource (The Customer Success Manager) and know when to do so
  • The OBS is responsible for setting up a minimum of one user in the Equinix Customer Portal or confirm current user, permissions, and/or conduct any other Portal steps as required
  • Demonstrates proper and prescribed use of Equinix systems, tools and processes
  • Professionally interacts with customers
Skills:
  • Excellent verbal and written communication skills
  • Good listening skills
  • Must have good data entry and typing skills
  • Experienced in problem analysis and problem solving
  • Customer service orientation; some experience in a call center or customer service environment
  • Collaborative personality and able to build strong personal relationships
  • Able to plan, execute and manage high volumes of work
Education:
  • High school diploma or equivalent
  • Required language proficiency and Business English proficient
Languages:
English  Read  Write  Speak
Attachments:  
 
 
 
 
   
   Skills and Experience  
   
 
Skills: Required
  • CUSTOMER SERVICE
  • DATA ENTRY
  • ONBOARDING
  • PROBLEM SOLVING
  • TYPING
Additional
  • CUSTOMER INQUIRIES
  • EXCELLENT VERBAL AND WRITTEN COMMUNICATION SKILLS
  • RECEPTIONIST
  • RETAIL SALES
  • SOLUTIONS
 
Languages: English( Speak, Read, Write )
Minimum Degree Required: Completed High School (Diploma or GED)    
         
             
 
State/Province: California
City/Town: San Jose
Address: 1735 Lundy Avenue, SV3
Start Date: 08/21/2017 Hours Per Week: 40.00  
Est. End Date: 12/22/2017 Hours Per Day: 8.00