Network Support Specialist
hace 1 mes
Megaport is a global leader in Network as a Service (NaaS), changing the way businesses reach the cloud. As a Network Support Specialist, you will be responsible for supporting the Megaport customer base in addressing technical issues, account issues, and general inquiries via phone and web-based support platforms.
This role is critical to ensuring all Service Level Agreements are met, and you will oversee training and documentation of products for the CSS team. You will also perform regular check-ins with the CSS team to provide feedback and support.
Key Responsibilities- Coach Customer Support Specialist team members to develop technical knowledge and customer service skills
- Maintain personal knowledge of the technical nature, products, processes, and policies within Megaport
- Ensure 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 and coordinating team members on customer-facing tasks
We are looking for an individual with good knowledge of fundamental networking concepts and experience in network incident resolution or network infrastructure. A CCNA/JNCIA certification is required. You should have excellent written and verbal communication skills and be able to communicate with all levels of business and work with internal and external stakeholders to deliver exceptional customer service.
A passion for innovation and technology is essential, as well as the ability to solve complex technical problems and work autonomously in a semi-remote position within a globally dispersed team environment.
What We OfferWe offer a competitive compensation package, flexible working environments, birthday leave, generous study and training program, additional leave via purchased annual leave scheme, and a health and wellness program.
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