Technical Customer Support - Team Supervisor
Mexico City
Operations – Customer Support /
Full-time - Permanent /
On-site
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.
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 and comfortably 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’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.
