What are the responsibilities and job description for the Escalation Call Center Operator (Facilities) position at Salute?

Job Description

Salute is a leading provider of cutting-edge Data Center Infrastructure Services, dedicated to serving data center clients worldwide. We pride ourselves on delivering sustainable solutions, unparalleled reliability, and outstanding customer service. As we continue to grow, we are seeking a dynamic and experienced Call Center / Escalation Center Operator (Facilities) to join our team and drive our relationships with hyperscale clients to new heights.

Call Center / Escalation Center Operator (Facilities) :

The Escalation Center Technician functions as a call center technician and will respond to events and alarms and assist in the management of those events. This position will support the data center operations team and the customer by helping to facilitate the event management process. This person will have strong customer focus skills, problem solving and resolution skills as well as an ability to work well with others. This role will be responsible for ticket management and monitoring of critical systems including but not limited to HVAC, Electrical, Life Safety, and Security.

Responsibilities :

Monitor and respond to BMS events / alarms including but not limited to mechanical, electrical, life safety, systems.
Monitor and respond to events / alarms related to security systems.
Employee will utilize tools provided to manage and monitor customer, vendor, and security / OPS tickets.
Process outbound and inbound calls while handling all calls, adhering to all policy and standards.
Ability to work with and manage internal and external clients.
Create and provide documentation as needed by management.
Provide support in relation to security, data center infrastructure, and operation.
Required to work evenings / weekends.

Skill Requirements :

Excellent internal and external customer service skills

Communicates effectively and accurately.

Strong written and verbal skills

The ability to work effectively in a team environment, but comfortable working alone and sometimes with little direction.

Manage time well.

The ability to pivot between competing priorities and situation with ease.

Ability to make quick, effective decisions under pressure.

Take the initiative where needed.

Receptive to feedback, willing to learn, embracing continuous improvement.

Ability to learn and adapt to new software applications and / or procedures.

Ability to work autonomously under leadership direction, written or verbal.

Willingness and capability to learn additional skills and transfer their own knowledge to others.

Minimum Requirements :

2 years’ experience with MEP systems to include a basic understanding and knowledge of all HVAC, electrical, plumbing, fire / life safety, and building management control systems.

Experience following emergency procedure protocols and regulatory interfaces.

A Basic understanding of security technologies including Video Surveillance, Access Control, Incident Management Systems, and Security Operations Centers

Physical Requirements :

Ability to lift and carry heavy equipment, up to 40lbs.

Ability to climb ladders and multiple flights of stairs to access elevated equipment

Ability to stand for long periods of time in various work environments

Ability to bend, stoop, kneel, and reach for equipment related tasks

Basic physical fitness to respond quickly to emergency situations and navigate areas quickly

Ability to move quickly and efficiently withing various work environments to troubleshoot issues or respond to emergencies.

Good hand-eye coordination and dexterity for working with small components and connectors

Clear vision, with or without correction, to perform tasks requiring attention to detail and precision while wearing safety glasses

Ability to differentiate between color-coded warning signs, labels, and cables

Ability to work in environments with a wide variety temperature inside a facility

Ability to work outdoors in various weather conditions, including extreme temperatures, rain, or snow

Capability to work in environments with elevated noise levels while wearing hearing protection

Possession of a valid driver’s license for work-related travel, as required

Preferred Requirements :

Mechanical / electrical systems and safety experience in a Data Center environment

Call center experience

Guard Card

Military Service

Safety & Security experience in a Data Center environment

Associates Degree.

If you are a motivated and results-driven individual with a passion for data center services and a knack for building strong client relationships, we want to hear from you. Join us in revolutionizing the data center industry and apply today!

Salute is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Escalation Call Center Operator (Facilities)

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