Job description
About Vantage Data Centers
Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.
Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.
OPERATIONS DEPARTMENT
The Site Operations Department is responsible for the overall health and wellbeing of all mechanical and electrical systems, building maintenance, customer service and performance of all data modules at each campus. The teams are staffed 24 x 7 on site with Critical Facilities Engineers (CFEs) on each shift. These teams are the face of Vantage to our customers and the first line of defense regarding the uptime of our campus as well as the general health of our customer installations. Using a Critical Maintenance Management System (CMMS) to plan and track needed work, each campus Site Operations department manages all preventative and corrective maintenance on-site for our campuses located throughout North America.
Our culture expects and rewards operations teams that engage directly with the customers and the facility infrastructure. These teams self-perform maintenance and repairs versus engaging vendors for support. As a result, we provide service that is faster and more cost effective. We prove that service through transparent reporting on all key performance metrics gives our customers the ability to focus on their operations without having to manage the performance of the facilities.
POSITION OVERVIEW
Vantage is looking for a resourceful Customer Support Analyst to support customer requests and reporting requirements for the North American Operations team. As part of the Operations Standards & Transformation team, you will be responsible for ensuring that all customer compliance tracking and reporting is created on time and accurately reflects performance. Additionally, you will coordinate with and support the Operations Technical Account Managers and Executive Sales team to respond to day-to-day requests, tickets, and other collection activities.
The daily responsibilities of the Operations Support Analyst include collecting data to produce reports and presentations based upon internal and external requirements, manage customer requests received and track progress of open tasks through to completion, collect input from stakeholders to build and implement process improvement initiatives, and actively identify opportunities for automation that will provide direct benefit back to Vantage and our customers.
A successful candidate in this role will have advanced skills in the Microsoft O365 suite of products, be agile and able to manage multiple projects at a time, has good customer service and relationship building skills, is detail oriented, and a natural problem solver that relies on analytics, data, and conceptual thinking to identify and implement technical process improvements.
ESSENTIAL JOB FUNCTIONS
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Develop regular presentations and reporting on operational performance, compliance, contractual deliverables, and other projects & tasks
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Track and respond to customer requests received through various sources and work with internal stakeholders to complete requests within the expected timeframes
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Build relationships with the Technical Account Managers and Executive Sales team to provide necessary support and assistance for customer requests and reporting
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File and maintain records of customer interactions and reports within structured filling system
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Identify and participate in activities focused on process improvement, automation, tools implementation and QA testing
DUTIES
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Work with provided tools to create presentations and reports such as QBR’s, MBR’s, EBR’s, KPI’s, Customer Onboarding, and other evidence & compliance reporting
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Perform quality assurance to identify anomalies and investigate to identify root cause
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Provide materials for internal teams to prepare internal teams for meetings, audits, and presentations
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Develop processes and standards to track, record, and manage customer requests received
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Collaborate with stakeholders to develop and implement solutions for legacy processes
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Communicate requirements, outputs, and needs to developers to develop reports and automation needed
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Work within standard toolset to track and prioritize requests from internal and external stakeholders
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Document processes and procedures for daily tasks and activities
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Collaborate and implement new software and CRM systems
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Communicate regularly with management on issues, constraints, and project status
JOB REQUIREMENTS
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Bachelor of Science degree in Information Technology, Business Management, related field, or equivalent experience
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4 years of experience in direct Customer Service or project management
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Prior experience with data analytics and business analysis
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Advanced skills in Microsoft Office 360Suite – Excel, Word, Power Point, Project, and Visio
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Data Center, high-tech, or rapid growth industry experience is strongly preferred, but not required
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Prior experience with ITIL, CMDB, CMMS, CMS, and HTML knowledgebase software is preferred
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Strong sense of personal accountability regarding decision-making and team leadership
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Problem solving skills to troubleshoot and resolve issues
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Excellent oral and written communication skills
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Fluent in English
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Limited travel is expected
Additional Details
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Salary Range: $75,000 - $90,000 Base + Bonus (this range is based on Colorado market data and may vary in other locations)
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This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
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Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.
We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard an efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.
Safety and security always matter. During COVID, all positions that can work remotely have been, and appropriate steps have been taken to ensure the safety of employees in any position essential to be on site. Regardless of where you are working, technology to work effectively is provided on or in advance of your first day of employment.
Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.
Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.
Vantage Data Centers is an Equal Opportunity Employer
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