Customer Support Specialist

5 days ago

Brisbane, Australia Megaport Full time

**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.

The role is exposed to challenges and demands involved in a rapidly expanding global network.

**What You Will Be Doing**:

- Providing high-quality customer service.
- Managing multiple customer communication channels.
- Meet or exceed customer support KPIs and SLAs.
- Adhering to operating procedures and policies.
- Thoroughly document work using relevant systems/software.
- Troubleshoot network, portal, and account issues using various tools.
- Prioritise first contact resolution and manage customer communication until resolution.
- Identify opportunities for customers to optimize their services.
- Think outside the box to achieve the best outcome for our customers.
- Manage requests from vendors, suppliers and other business units.
- Provide accurate and detailed information on unresolved incidents as the interface with key business units, customers, and management.

**What We Are Looking For**:

- Understanding of fundamental networking and software concepts.
- CCNA/JNCIA with work experience in network incident resolution or network infrastructure is required.
- A passion for innovation and technology.
- Fluent in English, with excellent written and verbal communication skills.
- Comfortable working with internal and external stakeholders to deliver exceptional customer service.
- Ability to work autonomously within a globally dispersed team environment.
- Strong work ethic.
- Strong problem-solving skills, comfortable thinking outside the box to deliver solutions quickly.
- Confident in communicating, troubleshooting, and escalating complex technical problems.
- High attention to detail.
- Solution focus and a keen interest in process improvement.

**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

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