Customer Support Agent Customer Reporting

Who are we?

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

The Reporting Analyst plays a vital role in turning raw data into actionable insights by managing the entire reporting process for both recurring and ad-hoc projects. This position involves close collaboration with stakeholders to gather, validate, and process data from various sources, ensuring accuracy, consistency, and timeliness. The analyst is responsible for preparing and delivering reports, addressing data-related issues, and maintaining high data quality standards. Skills in SQL and dashboard development, along with strong communication and problem-solving abilities, are essential to support business decisions and improve operational efficiency.

Responsibilities

Knowledge & Application

• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks
  
  

Complexity & Problem Solving

• Works on assignments that are moderately difficult
  
  

Discretion & Impact

• Role requires judgment in resolving issues or in making recommendations
  
  

Collaboration and Interaction

• Normally receives little instruction on daily work, and general instructions on newly introduced assignments
  
  

Stakeholder Communication

• Engage proactively with stakeholders regarding assigned recurring and ad-hoc reports or projects, ensuring clear and timely updates throughout the reporting lifecycle
  
  

Data Collection & Validation

• Gather relevant data and information from multiple sources. Ensure accuracy, integrity, consistency, and completeness of all inputs
  
  

Data Quality Assurance

• Perform timely follow-ups to address missing or incomplete data. Scrub datasets to eliminate anomalies and ensure readiness for processing
  
  

Data Processing & Tool Management

• Upload validated data into internal tools, ensuring error-free processing. Collaborate with IT teams to resolve any ETL-related issues and maintain smooth data flow
  
  

Report Preparation & Delivery

• Generate final reports in accordance with defined requirements and deliver them following established processes. Communicate any spikes or breaches to the stakeholders prior to report distribution
  
  

Timeliness & Escalation

• Ensure reports are delivered by agreed deadlines. In case of delays, promptly notify the stakeholders with reasons and estimated delivery timelines
  
  

Order & Ticket Management (Service Delivery Report - specific)

• Create, update, or decommission orders as required. Coordinate with relevant teams for timely ticket creation related to data collection or report delivery
  
  

Query Resolution

• Respond to stakeholder queries related to assigned reports, providing clear and satisfactory resolutions
  
  

SQL & Dashboard Development

• Develop SQL queries and dashboards to verify data integrity and processing accuracy. Identify and remove duplicate records, ensuring proper communication and reprocessing as needed
  
  

Issue Management & Escalation

• Monitor data quality and integrity continuously. Identify discrepancies, raise incidents (INC), and coordinate with stakeholders for timely resolution
  
  

Qualifications

• 1+ years experience preferred
• Bachelors degree preferred
• Having strong Excel skills is ideal
  
  

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

We use artificial intelligence in our hiring process. Learn more here.

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