Digital Realty

• Lead end-to-end integration and separation initiatives across systems, networks, applications, processes, security, and operating models • Coordinate activities from planning through execution, stabilization, and transition to steady-state operations • Partner cross-functionally with IT, Security, Compliance, Legal, Finance, HR, Product, Sales, Marketing, and Operations teams • Serve as the primary liaison across internal stakeholders, external partners, acquired entities, and joint venture counterparts • Develop and manage detailed project plans, milestones, dependencies, and critical paths using standard tools and methodologies • Establish governance frameworks, executive reporting, and escalation paths to support decision-making • Identify and manage risks, issues, and integration constraints, including mitigation planning and escalation • Track interdependencies across workstreams to ensure alignment and minimize downstream impacts • Oversee integration budgets, cost tracking, forecasting, and resource allocation across concurrent initiatives • Ensure compliance with regulatory, contractual, and security standards (e.g., GDPR, SOC 2, ISO 27001) • Manage third-party vendors and support change management efforts, including communication, training, and adoption tracking

• Respond to customer and internal team inquiries related to portal functionality. • Troubleshoot and resolve portal issues efficiently, escalating when needed. • Develop and deliver training programs, including webinars, workshops, and one-on-one training sessions. • Create and maintain user documentation, including guides, FAQs, and troubleshooting resources. • Engage proactively with stakeholders to gather feedback and identify improvement opportunities. • Provide insights and recommendations to the Portal Product Manager based on usage trends and user needs. • Collaborate with IT, product development, and customer service teams to ensure cohesive support. • Prepare and present reports on support volume, trends, customer satisfaction, and training outcomes. • Support continuous improvement efforts by advocating for customer-centric enhancements.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Portal Support & Training Specialist is responsible for supporting internal stakeholders and customers using Digital Portals. This includes troubleshooting technical issues, guiding users through portal functionalities, and ensuring a seamless customer experience. The role also develops training materials and delivers training sessions that help stakeholders maximize the value of the portal. You will work closely with cross-functional teams, gather user insights, and help continuously improve the Digital Realty Portal ecosystem. What you’ll do - Respond to customer and internal team inquiries related to portal functionality. - Troubleshoot and resolve portal issues efficiently, escalating when needed. - Develop and deliver training programs, including webinars, workshops, and one-on-one training sessions. - Create and maintain user documentation, including guides, FAQs, and troubleshooting resources. - Engage proactively with stakeholders to gather feedback and identify improvement opportunities. - Provide insights and recommendations to the Portal Product Manager based on usage trends and user needs. - Collaborate with IT, product development, and customer service teams to ensure cohesive support. - Prepare and present reports on support volume, trends, customer satisfaction, and training outcomes. - Support continuous improvement efforts by advocating for customer-centric enhancements. Qualifications - Bachelor’s degree in Business or a related field. - At least 3 years of experience in customer support or training, ideally in a technical environment. - Strong troubleshooting and analytical skills. - Excellent communication and presentation abilities. - Ability to create clear training and support documentation. - Proficiency with customer support software and tools. - Strong organizational and time-management skills. - Customer-focused mindset with strong attention to detail. - Adaptability and comfort working in a fast-paced, global environment. - Willingness to occasionally travel for training sessions and support global time zones as needed. Benefits - Medical, dental, vision, life and AD&D insurance. - 401k match. - Disability benefits. - Wellness and education benefits. - Employee stock purchase plan. - Paid time off. - Holidays. - And more. Compensation Compensation range: $110,000 – $130,000 annually. This compensation range represents the Company’s good faith belief as to what it will pay as a base salary/hourly rate for this position at the time of this posting.