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.
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’ll 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
Minimum of three years experience in network incident resolution, mitigation, deployment, and maintenance
CCNA/JNCIA with work experience in network incident resolution or network infrastructure is required.
Production experience with IS-IS, BGP, MPLS Traffic Engineering, and MPLS Layer 2/3 VPNs
Hands-on experience with Juniper and Cisco hardware platforms (certification is nice to have but not a requirement).
Virtual machine experience
Internet Peering
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-focused and a keen interest in process improvement.
What We Offer
- Flexible working environment – a remote-first culture with coworking options available
- Generous leave plans – including 4 weeks of paid annual leave, parental leave, birthday leave, and a purchased annual leave program
- Health and wellness support – through a wellness allowance and employee wellbeing initiatives
- Comprehensive learning support – generous study and training allowance plus paid study leave
- Creative, modern workspaces – designed to inspire when you're not working remotely
- Motivated, inclusive team – work alongside industry experts and fresh talent
- Recognition programs – celebrate achievements with our Legend and Kudos awards
- For U.S. employees – access to medical, dental, and vision insurance, plus a 401(k) plan
Skills Required
- 5+ years of experience in Business Analysis or related technical role
- Proven expertise in stakeholder collaboration
- Exceptional documentation skills
- Ability to translate complex technical concepts
- Robust analytical and conceptual thinking skills
- Solid understanding of Agile principles
- Practical experience with APIs and web services
- Understanding of networking concepts
What We Do
We make connectivity easy. Megaport is changing the way people, enterprises, and service providers interconnect globally. Our Software Defined Network (SDN) connects 850+ enabled data centres in 25+ countries across North America, Asia Pacific, and Europe. We enable customers with fast, flexible, secure and on-demand connectivity to leading cloud, network, and managed service providers. Our Network as a Service solution offers greater agility, reduced operating costs, and increased speed to market compared to traditional connectivity options
