Element Critical provides hybrid infrastructure solutions in an expanding portfolio of data center facilities across the country. Our mission is to meet the diverse needs of today's business and technology leaders by delivering superior service and product offerings, cultivating trusted relationships with our customers, and motivating and enabling our employees.
OVERVIEW
Department: Customer Operations
FLSA Status: Exempt
Job Location: 8025 N Interstate 35, Austin, TX 78753
Reports to: Site Operations Manager
Element Critical is seeking to add an Operations Support Specialist who aligns with our company values of accountability, integrity, grit, and problem-solving. Led by a team of savvy and experienced executives with a history of success, this is an opportunity to get involved near the ground level and grow exponentially with a company that is poised to execute. Come join our team!
RESPONSIBILITIES
Responsibilities will include, but not be limited to, the following:
- Act as subject matter expert for customer support through our Operations Support Center ("OSC") and Operations management.
- Lead the OSC; including customer call center emails and incoming calls, including case queue monitoring, acknowledgment, dispatch, and timely completion, may include after-hours support for emergency response and client notifications.
- Monitor and respond to DCIM, BMS, and network alerts.
- Create planned preventative, corrective maintenance, and customer notifications, initiate Emergency Conference Bridge as needed.
- Respond quickly and accurately to customer inquiries and concerns in a professional and caring manner.
- Create and foster relationships with customers.
- Complete customer incident root cause analysis and tracking.
- Maintain various contact lists including employee and customer security access and maintenance notification contact lists.
- Create and maintain Operations and customer dashboards.
- Manage OSC reporting, including customer site and cage access, call center and customer case activity, weekly status activity, and post-mortem / resolution reports.
- Handle the expedient resolution of all escalations and emergency response requests.
- Provide OSC customer support training and assistance to team members as needed.
REQUIREMENTS & QUALIFICATIONS
The ideal candidate will possess the following:
- Degree in Computer Science, Information Technology, Business or related field, or relevant work experience.
- 2+ years of hands-on customer service experience, data center or NOC experience preferred
- Strong knowledge of Data Center Infrastructure Management (DCIM), Building Management System (BMS), Network monitoring tools, and Security Access Control systems preferred.
- General knowledge of data center power, mechanical, and environmental system infrastructure preferred.
- Proficient in customer case management.
- Experience with NetSuite and customer portal business application platforms preferred.
- Advanced proficiency in MS Office suite applications.
- Clear and concise written skills with a customer focused mindset
Element Critical is a well-funded, fast paced organization that is seeking to make several acquisitions over the next few years and develop into a very strong national player. We offer the following benefits, in addition to a focus on growing our culture and engagement.
- PPO and HDHP Healthcare Plans
- FSA and HSA with above market Employer HSA Match
- Dental and Vision Insurance
- Employer Paid Disability and Life Insurance
- Additional Group Insurances
- Paid Vacation, Sick, and Personal Leave
- 10 Company Paid Holidays
- Paid Parental Leave
- 401k with up to 4% Employer Match
- Personal Development and Learning Opportunities
- Employee Referral Program