Who are we?
Equinix is the world's digital infrastructure company®, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.
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Business Support Associate (Partner Central)
Job Summary
The Business Support Associate (Partner Central) provides operational support and case management for inquiries and requests to the Partner portal on Salesforce.com Community Cloud software, where partners log in centrally to register deals, complete training, and access key product and program information.
Responsibilities
- First point of contact/Front door for external partner and internal requests and cases for Partner Central Portal, ranging from login requests to system issues; Case management in Salesforce.com and also in ServiceNow
- Perform operational day to day tasks around content management, Partner program application and partner directory publication
- Quickly resolve the case/requests through established processes and standards, within the SLO established
- Update Partner Central Portal assets and information per request from Business stakeholder - including banners, text, document, links
- Generate key reports and dashboards (for QBRs, Monthly Usage Metrics, etc). Create ad-hoc reports in Salesforce.com based on business inquiries
- Update documentation around standard Operational support processes and protocols
- Perform and maintain language translation process for updating of strings, text, etc. to 5 languages by working with translation vendor, internal reviewers
- Perform support assistance for special projects and initiatives that involve assistance around user acceptance testing, regression testing, and post-go live support
- Execute regression testing scenarios as needed when system changes
Qualifications
- 1- 2 years relevant professional experience; Bachelor's Degree and above
- Strong Customer success mentality that contributes to Partner's perception of Equinix's customer support and trusted partner for internal stakeholders. Ability to troubleshoot issues and assess business criticality/impact when cases/inquiries arise
- Excellent verbal and written communication skills and ability to interact effectively with external Partners on a daily basis
- Savvy with online tools and quickness to adopt new processes, tools, systems. Experience (desirable) in Salesforce.com Sales Cloud, Community Cloud or comparable CRM systems or Customer/Partner Portals
- Experience (desirable) with process support, generating data/metrics, and systems support
- Experience (desirable) working with external Partner or Customers in a technology environment, dealing with tools and systems
- Ability to handle and track multiple streams of work/inquiries at a time and stay focused, diligent under pressure
- Self-motivated team player able to work without supervision, drive to meet SLAs and complete work effectively
- Ability to work in a fast-paced environment and stay focused, diligent under pressure
- Excellent MS Office skills (Word, Excel.)
- Experience with HTML (plus) for content editing in Partner portal
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.