10 ene
Megaport
Tláhuac
**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.
**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
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.