Technical Support Specialist
hace 6 días
**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 300 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**Join Megaport, a global leader in Network as a Service (NaaS), as we continue to expand across Latin America **We’re looking for a bilingual (English/Spanish) Technical Support Specialist with a background in networking who is passionate about helping customers and solving technical problems.**You’ll be the first point of contact for our customers, helping resolve technical and account-related issues via phone and web-based support. This is a dynamic, high-growth opportunity to work on real-world networking challenges while collaborating with teams around the world.**What You'll Be Doing**:- Deliver high-quality customer support in both English and Spanish.- Meet or exceed support targets (KPIs and SLAs).- Follow standard procedures and internal policies- Accurately document all support activities using internal systems.- Troubleshoot network, portal, and account-related issues using provided tools.- Focus on resolving issues at first contact and keep customers informed.- Spot opportunities to help customers improve their services- Collaborate with vendors, suppliers, and internal teams to resolve cases.- Clearly communicate and escalate unresolved technical issues.- Support inbound sales and general inquiries.- Think creatively to deliver the best outcome for each customer**What We Are Looking For**:- Fluent in English and Spanish, both written and verbal- Willingness to travel into the Mexico City office for shifts (hybrid arrangements available).- Availability for shift work in the future (including occasional weekends).- Solid understanding of networking basics and software concepts- Strong communication and customer service skills- Experience in troubleshooting and solving networking-related issues- Able to work independently and collaborate with global teams- Detail-oriented, organized, and focused on delivering high-quality results- Eager to learn and grow in a fast-paced tech environment- Studying or completed a degree in IT, Networking, or a related field- Networking certifications (CCNA, CCNP, CWNA, etc.) are a plus**What We Offer**:- Flexible working environments- Health Insurance Reimbursement- Generous Leave Plans (parental, annual holidays, purchase program)- Health & Wellness Allowance- Generous study and training allowance + 5 days paid study leave- Motivated team of industry experts and new talent- Celebrated success with ‘Legend’ and ‘Kudos’ Awards
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