Customer Service Representative

Position Summary

The Data Center Customer Operations Coordinator serves as the primary liaison between customers (tenants) and internal data center operations teams. This role is responsible for managing customer requests, coordinating remote hands services, and ensuring clear communication during maintenance, incidents, and day-to-day operations. The ideal candidate combines strong customer service skills with the ability to coordinate technical work in a fast-paced, mission-critical environment.

Core Responsibilities:

1. Customer Communication

• Serve as the primary point of contact for tenants
• Respond to tickets, emails, and phone requests in a timely manner
• Provide clear status updates during incidents, maintenance, and service requests
• Coordinate communication between customers and internal teams (operations, engineering, security)

2. Ticket & Request Management

• Manage and track service requests through platforms such as:
• ServiceNow, Monday, or Zendesk
• Coordinate and track requests including:
• Remote hands services
• Power cycling equipment
• Cable tracing and device installs
• Rack and stack coordination
• Escort requests
• Monitor SLA response times, work completion, and escalation

3. Remote Hands Coordination

• Dispatch and coordinate technicians for:
• Server reboots
• Cable connections
• Hardware swaps
• PDU checks and basic troubleshooting
• Ensure all work orders are:
• Properly documented
• Approved
• Scheduled and completed accurately

4. Customer Onboarding

• Coordinate onboarding for new tenants, including:
• Access credentials and permissions
• Cage access and security coordination
• Shipping and receiving procedures
• Power provisioning requests
• Rack deployment schedules

5. Shipping & Receiving Coordination

• Manage incoming and outgoing equipment shipments
• Verify tickets and documentation for all deliveries
• Coordinate equipment staging and inventory tracking
• Align processes with internal ticketing workflows

6. Maintenance & Incident Communication

• Coordinate and distribute:
• Planned maintenance notifications
• Outage communications
• Incident updates and status reports
• Post-incident summaries

7. Escalation Management

• Escalate issues to appropriate teams, including:
• Operations
• Electrical and mechanical teams
• Security
• Network teams
• Maintain consistent communication with customers during incidents
• Ensure timely resolution and follow-up

Qualifications

• 2–5 years of experience in:
• Data center operations, OR
• Facilities coordination, OR
• Technical/project coordination
• Strong communication and customer service skills
• Experience working with ticketing systems and SLAs
• Ability to manage multiple priorities in a fast-paced environment