Customer Support Engineer

Who we are:

Digital Edge is a trusted and forward-looking data center platform company, established to transform digital infrastructure in Asia. Backed by Stonepeak, a leading alternative investment firm specializing in infrastructure and real assets, Digital Edge has in excess of US$1.6 billion in committed equity capital with investors including some of the world’s largest institutional investors and sovereign wealth funds.

Digital Edge’s vision is to be the leading provider of sustainable, next generation digital infrastructure in Asia. Our mission is to build the foundation for the world’s digital future, helping organizations to grow sustainably and empowering populations they serve.

Founded in 2020, the company has grown rapidly across multiple markets in the region, and currently provides data center and fiber services across Japan, South Korea, India, Indonesia, the Philippines, Thailand and China. The Company now owns and operates 21 data centers with over 500 MW of critical IT load in service and under construction and development, with another 300 MW held for future development,

This role is an exciting opportunity to join our fast growing team as we further expand our footprint across Asia.

Our values:

• Respect: We embrace diversity and collaboration.
• Innovation: We share ideas and solve problems.  
• Strive: We are driven and determined.
• Excellence: We seek to deliver the best.   
• Responsibility: We do what’s right for our people and the planet.

What we need:

The Customer Care Assistant will be responsible for delivering exceptional service and support to clients and stakeholders within the Data Center. The role involves managing customer inquiries, resolving issues, and ensuring a high level of satisfaction with our services. This position is crucial in maintaining the smooth operation of site activities and fostering strong relationships between our company and its clients.

Key responsibilities:

1. Customer Interaction:

• Serve as the primary point of contact for customer inquiries and support requests related to data center operations.
• Address and resolve customer concerns promptly and effectively, ensuring a positive customer experience.

2. Issue Resolution:

• Identify, troubleshoot, and escalate technical or operational issues to the appropriate departments or teams.
• Follow up with clients to ensure resolution of issues and provide updates as necessary.

3. Service Management:

• Coordinate with internal teams to manage and track service requests, maintenance activities, and incident reports.
• Assist in the preparation and delivery of service reports and performance metrics to customers.

4. Administrative Support:

• Maintain accurate records of customer interactions, service requests, and resolutions.
• Prepare and manage documentation related to customer service activities, including reports and correspondences.

5. Process Improvement:

• Gather feedback from customers to identify areas for improvement in service delivery and operational processes.
• Contribute to the development and implementation of best practices and procedures to enhance customer satisfaction.

6. Collaboration:

• Work closely with Site Operations and technical teams to ensure alignment in service delivery and issue resolution.
• Participate in team meetings and contribute to discussions on customer care strategies and operational improvements.

7. Actively champion and implement the organization’s policies on health & safety, environment, energy, quality, information security, and business continuity, ensuring adherence to incident reporting, legal, and regulatory requirements.

Soft Skills:

1. Communication:

• Excellent verbal and written communication skills, with the ability to articulate information clearly and effectively.
• Strong active listening skills to understand and address customer needs.

2. Problem-Solving:

• Ability to think critically and solve problems independently.
• Demonstrated aptitude for identifying issues and implementing effective solutions.

3. Interpersonal Skills:

• Friendly, approachable demeanour with a focus on building positive relationships with customers and team members.
• Ability to work collaboratively and maintain a team-oriented attitude.

4. Attention to Detail:

• Strong organizational skills with attention to detail and accuracy in handling customer information and documentation.

5. Adaptability:

• Flexibility to handle a variety of tasks and adjust to changing priorities in a dynamic environment.

6. Time Management:

• Ability to manage time effectively, prioritize tasks, and handle multiple responsibilities simultaneously.

The successful candidate:

1. Education and Experience:

• High school diploma or equivalent; Associate’s or Bachelor’s degree in Business Administration, Customer Service, or a related field preferred.
• Previous experience in a customer service or support role, preferably within the data center or technology industry.

2. Technical Skills:

• Basic understanding of data center operations and terminology.
• Proficiency in using customer service software and tools.
• Ability to quickly learn and adapt to new technologies and systems.

3. Knowledge:

• Familiarity with customer service best practices and industry standards.
• Understanding of service level agreements (SLAs) and key performance indicators (KPIs).

Join us to shape the future of Digital Infrastructure in Asia. Apply now for a confidential career discussion.