Incident Support Specialist

Customer Support Specialist

Named one of Puget Sound Business Journals “Best Workplaces” and “Fastest Growing Companies” in Washington, as well as "Best Places to Work in Arkansas" by Arkansas Business. Affirma is expanding its presence and hiring many talented individuals. Affirma offers exciting projects, a relaxed culture, and a flexible work environment.

This position requires a candidate who is passionate about customer service and has responded to critical events in a workspace (preferably a data center) and is comfortable documenting incident reports.

We are seeking a customer support specialist that requires on-site presence, accommodating our 24-hour operational needs for the following shift:

(full-time)

Schedule: Rotating 2-Week Shift

Week 1

• Monday: 4:00 PM – 4:30 AM
• Tuesday: 4:00 PM – 4:30 AM
• Wednesday: Off
• Thursday: Off
• Friday: Off
• Saturday: 4:00 PM – 4:30 AM
• Sunday: 4:00 PM – 4:30 AM

Week 2

• Monday: Off
• Tuesday: Off
• Wednesday: 4:00 PM – 4:30 AM
• Thursday: 4:00 PM – 4:30 AM
• Friday: 4:00 PM – 4:30 AM
• Saturday: Off
• Sunday: Off

This position follows a rotating two-week schedule consisting of 12.5-hour overnight shifts (4:00 PM – 4:30 AM), averaging 7 shifts every two weeks.

Qualities and Requirements:

• Monitor multiple information streams in the control room and make escalation decisions based on severity and impact of incoming alarms.
• Monitor and respond to abnormal conditions in the data center facilities systems and equipment.
• Follow escalation paths and document response/remediation activities in the ServiceNow platform to ensure customer SLA’s for reporting and

communication are met.

• Serve as communication points of contact for internal resources and customers.
• Open various internal and external communication bridges for SME’s, customers and vendors. Serve as information conduit from customer to internal SME’s.
• Cultivate relationships and forge partnerships with internal stakeholders and vendors to ensure top-notch customer experiences.
• Serve as a trusted advisor to both internal and external customers.
• Foster collaborative and positive relationships with Operations and the Customer Success Team, consistently delivering service excellence, meeting deadlines, and fulfilling commitments.

Responsibilities and Duties:

• Experience in mechanical/electrical engineering or data center or facilities operations preferred
• Ability to learn quickly and adapt to new processes and conditions
• Ability to maintain calm professional demeanor in stressful situations
• Ability to communicate clearly and effectively (verbal and written) with Operations resources and vendors who run and maintain our systems
• Ability to flawlessly interact with customers
• “Can Do” customer first mentality
• Independent decision-making authority and strong attention to detail
• Ability to navigate multiple projects, deadlines and systems simultaneously
• Proficient in the use of technology and software platforms to support customer success with customer event data, reporting and ensure projects deliver as scheduled.

Affirma is an Equal Opportunity Employer and does not make employment decisions or otherwise discriminates based on race, creed, color, national origin, sex, military status, sexual orientation, or the presence of any sensory, mental, or physical disability, genetic information, or any other category protected by law.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person