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 delivering high-quality service, strong productivity, and an excellent customer experience while managing multi-channel interactions. You will ensure timely and accurate resolution of requests across calls, emails, and chat channels while meeting defined service levels and quality standards.
Our team is a fast-paced, performance-driven group that collaborates with cross-functional and global teams to drive positive outcomes for our customers.
In this role, you will:
Manage Multi-Channel Interactions: Handle customer queries via phone, email, and chat, ensuring all cases are resolved within defined Service Level Agreements (SLAs) and accurately documented in Customer Relationship Management (CRM) systems like Salesforce.
Support Cross-Functional Processes: Collaborate with teams such as Billing, Sales, and Operations to resolve complex queries related to account management, contracts, and disputes while demonstrating flexibility to work across various business queues.
Drive Quality and Performance: Meet productivity targets for case closures while performing root cause analysis to minimize repeat contacts and identify opportunities for continuous process improvement.
The ideal candidate will have:
1–4 years of experience in customer support, customer service, or operations, preferably in a global or shared services environment.
Strong knowledge of multi-channel customer service and familiarity with Customer Relationship Management (CRM) tools such as Salesforce.
Proven ability in problem-solving and communication, with a high attention to detail and the ability to manage multiple priorities in a fast-paced environment.
Bachelor’s degree in Business, Commerce, or a related field