Location: Remote

About Switch

At Switch, we don’t just design, build and operate data centers—we are enabling the technology of the future. Led by Founder & CEO, Rob Roy, we believe in revolutionary innovation, operational excellence and the principle of karma. Switch is where talented people come together to EVOLVE the digital world.

We believe that innovation isn’t just about technology—it’s about the people, culture, and purpose that make it happen. Every Switch team member contributes to a mission greater than themselves: to create the world’s most advanced digital infrastructure that powers the progress of humanity.

The Role: Cross Connect Specialist

As a Cross Connect Specialist at Switch, you will be part of a world-class team that operates in excellence, delivering mission-critical solutions that redefine what’s possible in AI, cloud and enterprise data center needs. Your work will directly impact the future of technology and the sustainable growth of the Internet.

In this position you will be responsible for managing high volume, high velocity customer connection requests within and between our data center, including cross connects, tie (trunk) cables, and outside fiber plant orders. You will be expected to process fiber connectivity requests, coordinate with internal teams (including network engineers, data center facility teams, and project managers), and ensure timely and accurate fulfillment of customer orders. Attention to detail is essential as you are expected to maintain accurate records of change requests, approvals, and implementation details.

What You’ll Do

Cross Connect Order Management

• Receive and process move, add, change, and disconnect requests from customers, telecom partners, and internal teams.
• Prioritize requests based upon urgency and impact.
• Ensure all changes align with established guidelines.
• Evaluate requested changes and collaborate with teams (such as network infrastructure, telecom carriers, etc.) to create sales quotes, secure acceptance, and process orders.
• Provide timely updates and address inquiries throughout the order and fulfillment process.
• Ensure accurate documentation and communication of changes to relevant stakeholders.

Fulfillment Ticket Creation

• Create and manage fulfillment tickets for all interconnection orders in and between our data centers.
• Coordinate with project and installation teams to ensure timely fulfillment.
• Monitor ticket status and follow up with customers as needed

Customer Satisfaction

• Strive for excellent customer satisfaction by addressing concerns empathetically and professionally.
• Maintain a positive and helpful attitude during interactions with customers, telecom carriers, and coworkers.
• Escalate complex issues to senior support staff or sales account executives as needed.

Record Keeping

• Maintain detailed records of customer interactions, inquiries, orders, provider LOAs, and resolutions.
• Use CRM software to track customer history and update relevant information.

What We’re Looking For

• Innovators & Builders – You see challenges as opportunities and thrive in uncharted territories.
• High-Performance Thinkers – You have a relentless drive for excellence and a passion for pushing the envelope. You thrive in high impact
  environments where execution is key.
• Integrity-Driven Leaders – You operate with honor, responsibility, and purpose, recognizing that the energy you put out into the world will return to you.
• Tech Pioneers – You understand the power of technology to change the world and want to be at the forefront of that transformation.

What You'll Bring

Excellent Communication Skills

• Clear and concise verbal and written communication.
• Active listening skills to understand customer needs.
• Build strong channels of communications and rapport with telecom carriers.

Attention to Detail

• Accurate data entry and documentation.
• Thoroughness in handling sales quotes, orders and fulfillment tickets.

Technical Skills

• Knowledge of network technology with an emphasis on physical infrastructure including media, electronics, and topology.
• Familiarity with telecom carrier industry, products, and connection practices including DSL, DS1, DS3, Ethernet, MEF, wavelengths, IP, MPLS, SDWAN, voice, CPE, etc.

Customer-Centric Approach

• Passion for helping customers and ensuring their satisfaction.
• Patience and empathy when dealing with challenging situations.

Team Player

• Collaborate effectively with colleagues across departments.
• Willingness to learn and adapt to evolving processes.

Continuous Improvement

• Remain informed about new products, network infrastructure technology and data center industry.
• Identify innovative ideas to enhance sales and improve customer experience.
• Establish best practices within the team.

Poise

• Ability to work in a fast-paced environment with tight deadlines.
• Maintain composure, think critically and view challenges as opportunities to delight customers.

Experience and Education

• 3 or more years of relevant work experience with previous experience in telecom, IT support, customer service, call center, or related roles. Data center or technology company experience preferred.
• Familiarity with CRM software and ticketing systems (e.g. Salesforce, Dynamics, Zoho, ServiceNow. Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Stable internet connection to work remotely on an as-needed basis.
• High school diploma or equivalent (Bachelor’s degree preferred).

Why Switch?

• A Culture of Karma – We are self-motivated by karma, ensuring our actions contribute to a positive, supportive and forward-thinking environment.
• Industry Leading Designs – Work with the most advanced data center technology on the planet and be a part of emerging technology development.
• Flexibility & Remote Opportunities – Whether in-office, hybrid, or fully remote, we offer the technology and support to keep teams connected and productive.
• Career Stability & Growth – In this expanding industry, we invest in our people, providing opportunities & advancement in a stable, growing company.
• Generous Benefits Package - Switch provides comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more!

Join Us & Make a Difference

This is more than a job—it’s a mission. If you’re ready to be part of a culture that values innovation, karma, and limitless potential, we want to hear from you.

Apply Now and Let’s Build the Future Together.

*Remote applicants must reside in one of our registered states: AL, AZ, CA, CO, GA, IL, LA, MA, MI, MO, NC, NV, NY, OR, TX, UT, VA, WA.