What are the responsibilities and job description for the Customer Support Specialist position at Megaport?
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
The Customer Support Specialist (CSS) is responsible for supporting the Megaport customer base in addressing product, technical, account, and general inquiries. They will confidently address product-related questions and make recommendations based on the customer’s requirements. This individual will utilize their strong verbal communication skills to identify leads for our Sales team.
The successful candidate is comfortable working autonomously, enjoys problem-solving, and has a keen eye for detail. They will be accountable for providing a high level of customer service throughout the process of troubleshooting and escalating challenging technical problems.
As an Internal Customer Advocate, you will work as part of a global team to efficiently manage and resolve customer requests, ensuring a smooth and seamless experience. This role operates in a dynamic, fast-paced environment, offering exposure to the challenges of managing a rapidly expanding global network. It is an exciting opportunity to develop your skills and grow your career within Megaport.
\n- Responding to Inbound sales and general inquiries via Live Chat.
- Identify opportunities for customers to optimize their services.
- Providing high-quality customer service.
- 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.
- 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.
- Experience handling inbound sales inquiries within the networking industry (or similar) will be highly regarded.
- CCNA/JNCIA with work experience in network incident resolution or network infrastructure is desirable.
- A passion for innovation and technology.
- Understanding of fundamental networking and software concepts.
- 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.
- Flexible working environments
- 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".
All applications will be treated in confidence.
Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.
