Technical Customer Support

hace 2 semanas

Ciudad de México Megaport A tiempo completo

About Megaport

Megaport has transformed the way IT gets connected. We're global leaders in Network as a Service (NaaS), changing the way businesses reach the cloud. We're also a leading partner to Amazon, Microsoft, Google, IBM, Oracle, NYSE, and many other leading technology companies. Megaport is a publicly traded company on the Australian Stock Exchange. We’re a lean, high-achieving team made up of over 250 members globally. While the company is headquartered in Brisbane, Australia, employees are spread out across North America, Europe, and Asia-Pacific. Staff enjoy an environment that is collaborative, supportive, and fun.

Our Team Culture

Join a team of globally-positioned industry experts that lead by example. We do not compromise our values for commercial gain; we are all custodians of our culture, and the customer is at the centre of everything we do. Our employees are motivated, adaptable, persistent, hard-working, and dynamic. Our culture permeates everything we do and this, in turn with a global vision, forms a commitment to each other, our customers, and shareholders alike.

The Role

This role is responsible for supporting the Megaport customer base in addressing technical issues, account issues, and general inquiries via phone and web-based support platforms, either in the form of technical support for our Customer Support Services (CSS) team members or directly with customers as the first escalation point.

True to the nature of customer service, the role is dynamic and fast-paced, offering many opportunities for career development. The successful candidate is comfortable working autonomously, enjoys problem-solving, and has a keen eye for detail. They will have strong written and verbal communication skills and comfortably foster positive customer interactions and relationships. They will enjoy working in a friendly, supportive team that encourages collaboration.

As an internal customer advocate, the successful candidate will work closely with global teams to resolve customer requests efficiently. Including but not limited to comfortably communicating, troubleshooting, and escalating complex technical problems. The role is exposed to challenges and demands involved in a rapidly expanding global network.

What You’ll Be Doing
  • Coach Customer Support Specialist team members to develop technical knowledge and customer service skills and maintain personal knowledge of the technical nature, products, processes, and policies within Megaport.
  • Ensuring all Service Level Agreements are met.
  • Oversee training and documentation of products for the CSS team.
  • Perform regular check-ins with the CSS team to provide feedback and support.
  • Lead the team in the event of a customer facing Incident, including communication with internal stakeholders, coordinating team members on customer facing tasks and operating as the first level of escalation.
  • Act as the first point of escalation for all customer-related issues.
  • Provide accurate data analysis to the CNS leadership team to drive business-based decisions.
  • Provide technical SME assistance to the team, this is a hands-on role
  • Supervise day-to-day operations activities.
What We Are Looking For
  • Good knowledge of fundamental networking concepts.
  • CCNA/JNCIA with work experience in network incident resolution or network infrastructure is required.
  • A passion for innovation and technology.
  • Excellent written and verbal communication skills.
  • Ability to communicate with all levels of business and work with internal and external stakeholders to deliver exceptional customer service.
  • Ability to solve complex technical problems.
  • Innovative approach to problem-solving and incident resolution.
  • Experience and understanding of fiber optic networks.
  • Solution focus and a keen interest in process improvement, including documentation.
  • Ability to work autonomously, in a semi-remote position, within a globally dispersed team environment.
  • Strong work ethic.
  • High attention to detail.
  • Enjoys working as part of a team and is comfortable coaching others.

What We Offer

· Competitive Compensation Packages

· Flexible working environments

· Birthday Leave

· Generous study and training program + 5 days paid study leave

· Additional Leave via Purchased Annual Leave Scheme

· Health and Wellness Program

If you have any questions, please reach out to Megaport's Talent Acquisition Team at Careers@megaport.com

NOTE: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team careers@megaport.com directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com".

All applications will be treated in confidence.

Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.

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