Customer Support Specialist
Brisbane, Queensland
Operations – Customer Support /
Full-time - Permanent /
Hybrid
The Role
The Customer Support Specialist is responsible for supporting the Megaport customer base in addressing technical issues, account issues, and general inquiries via phone and web-based support platforms. This is a global position and will be working on an operating shift roster of 4x10 hour days per week however the days will not always fall in a consecutive row.
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 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.
- Availability to work on a 4 day shift roster during the week, with a weekend shift every 3 weeks.
- Ability to travel into the office is essential, candidates are permitted to work from home on weekends and on public holidays.
