At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Iron Mountain is seeking a high-performing Customer Support Associate to join our Customer Excellence team.
In this role, you will be responsible for managing multi-channel customer interactions and ensuring the timely, accurate resolution of service requests. You will be the frontline of our customer experience, handling everything from billing disputes to order management with a solution-oriented mindset.
What You’ll Do
In this role, you will:
Deliver Multi-Channel Excellence: Manage and resolve customer queries across phone, email, and chat, ensuring all interactions are documented accurately in our Customer Relationship Management (CRM) system while meeting strict Service Level Agreements (SLAs).
Drive Functional Problem Solving: Support diverse business functions—including billing, contract queries, and service requests—by performing root cause analysis and collaborating with internal teams to provide complete, first-time resolutions.
Optimize Performance and Quality: Maintain high productivity targets and case hygiene, participating in regular training and quality calibrations to identify process improvements and enhance the overall customer journey.
The ideal candidate will have:
1–4 years of experience in customer support, customer service, or shared services operations.
Strong knowledge of multi-channel interaction management, including professional verbal and written communication skills and familiarity with tools like Salesforce.
Proven ability in problem-solving and workload prioritization, with a high attention to detail and a "customer-first" mindset in fast-paced environments.
Bachelor’s degree in Business, Commerce, or a related field.