Technical Support Specialist (Onsite)

About MegaportMegaport 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 CultureJoin 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 RoleThis 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. 
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 to 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 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 optimise 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 highly desired.
• 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

• Birthday Leave
• Generous study and training allowance + 5 days paid study leave
• Creative, fun, and contemporary workspaces
• Motivated team of industry experts and new talent
• Celebrated success with ‘Legend’ and ‘Kudos’ Awards
• 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".
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