Network Operations - Technical Specialist
To see similar active jobs please follow this link: Remote Customer Success jobs
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 250 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.
Megaport is growing! We're looking for talented and motivated individuals to join Megaport’s Global Customer & Network Support team!
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.
What You’ll Be Doing
Owning of the coordination of daily BAU activities, including but not limited to:
Coach CSS 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.
Guide the team on prioritization of work with a strong focus on time management within the CSS team, and oversee training and documentation of new products.
Maintain existing technical documentation within the CSS team, including continuously reviewing existing documentation and identifying opportunities for process improvement.
Oversee quality control and proactively analyze all customer requests to identify opportunities for improvement and potential escalations.
Ensure the team completes all learning activities and business-wide initiatives by the deadline.
Perform regular check-ins with the CSS team to provide feedback and support.
Work closely with internal Megaport departments in the event of a customer impacting events including:
Proactive communications are provided to external stakeholders throughout any customer-impacting events.
Take control of any incident management-related CSS tasks.
Escalate and mitigate any blockers to a speedy resolution.
Ensure the Customer Network and Services management team is informed of incident mitigation progress and outcomes.
Act as the first point of escalation for all customer-related issues including:
Proactively identify and manage customer tickets in jeopardy until they are resolved.
Respond promptly to all customer requests for escalation in written format and via phone/face-to-face meetings.
Facilitate conference calls between Megaport, the customer, and any required third-party suppliers until resolution.
Identify customers who regularly escalate and build strong relationships with key organizational stakeholders to prevent future escalations.
Provide accurate data analysis to the CNS leadership team to drive business-based decisions, including:
Identifying key customer trends based on ticket data.
Meet all reporting requirements and deadlines defined by the CNS management team.
Implement additional reporting to define areas of improvement.
Review reporting data weekly, monthly, quarterly and annual to provide recommendations to CNS management on future projects and initiatives.
General operational reporting, including incident, ADHOC and BAU.
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 fibre 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 and attention to detail.
Enjoys working as part of a team and is comfortable coaching others.
$100,000 - $130,000 a year
**Please note that as per the Fair Labor Standard Act this role is classified as exempt under Administrative Exemption**
#LI-DNI
What We Offer
· Competitive Compensation Packages
· Flexible working environments
· Birthday Leave
· Generous study and training program + 5 days paid study leave
· Additional Leave via Purchased Annual Leave Scheme
· 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.
About the job
Network Operations - Technical Specialist
To see similar active jobs please follow this link: Remote Customer Success jobs
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 250 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.
Megaport is growing! We're looking for talented and motivated individuals to join Megaport’s Global Customer & Network Support team!
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.
What You’ll Be Doing
Owning of the coordination of daily BAU activities, including but not limited to:
Coach CSS 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.
Guide the team on prioritization of work with a strong focus on time management within the CSS team, and oversee training and documentation of new products.
Maintain existing technical documentation within the CSS team, including continuously reviewing existing documentation and identifying opportunities for process improvement.
Oversee quality control and proactively analyze all customer requests to identify opportunities for improvement and potential escalations.
Ensure the team completes all learning activities and business-wide initiatives by the deadline.
Perform regular check-ins with the CSS team to provide feedback and support.
Work closely with internal Megaport departments in the event of a customer impacting events including:
Proactive communications are provided to external stakeholders throughout any customer-impacting events.
Take control of any incident management-related CSS tasks.
Escalate and mitigate any blockers to a speedy resolution.
Ensure the Customer Network and Services management team is informed of incident mitigation progress and outcomes.
Act as the first point of escalation for all customer-related issues including:
Proactively identify and manage customer tickets in jeopardy until they are resolved.
Respond promptly to all customer requests for escalation in written format and via phone/face-to-face meetings.
Facilitate conference calls between Megaport, the customer, and any required third-party suppliers until resolution.
Identify customers who regularly escalate and build strong relationships with key organizational stakeholders to prevent future escalations.
Provide accurate data analysis to the CNS leadership team to drive business-based decisions, including:
Identifying key customer trends based on ticket data.
Meet all reporting requirements and deadlines defined by the CNS management team.
Implement additional reporting to define areas of improvement.
Review reporting data weekly, monthly, quarterly and annual to provide recommendations to CNS management on future projects and initiatives.
General operational reporting, including incident, ADHOC and BAU.
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 fibre 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 and attention to detail.
Enjoys working as part of a team and is comfortable coaching others.
$100,000 - $130,000 a year
**Please note that as per the Fair Labor Standard Act this role is classified as exempt under Administrative Exemption**
#LI-DNI
What We Offer
· Competitive Compensation Packages
· Flexible working environments
· Birthday Leave
· Generous study and training program + 5 days paid study leave
· Additional Leave via Purchased Annual Leave Scheme
· 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.