A remote role at Megaport.
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Original listing text, shown exactly as published by the company.
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.
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Providing high-quality customer service.
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Managing multiple customer communication channels.
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Meet or exceed customer support KPIs and SLAs.
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Adhering to operating procedures and policies.
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Thoroughly document work using relevant systems/software.
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Troubleshoot network, portal, and account issues using various tools.
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Prioritise first contact resolution and manage customer communication until resolution.
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Identify opportunities for customers to optimize their services.
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Think outside the box to achieve the best outcome for our customers.
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Manage requests from vendors, suppliers and other business units.
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Provide accurate and detailed information on unresolved incidents as the interface with key business units, customers, and management.
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Minimum of three years experience in network incident resolution, mitigation, deployment, and maintenance
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CCNA/JNCIA with work experience in network incident resolution or network infrastructure is required.
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Production experience with IS-IS, BGP, MPLS Traffic Engineering, and MPLS Layer 2/3 VPNs
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Hands-on experience with Juniper and Cisco hardware platforms (certification is nice to have but not a requirement).
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Virtual machine experience
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Internet Peering
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A passion for innovation and technology.
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Understanding of fundamental networking and software concepts.
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Fluent in English, with excellent written and verbal communication skills.
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Comfortable working with internal and external stakeholders to deliver exceptional customer service.
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Ability to work autonomously within a globally dispersed team environment.
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Strong work ethic.
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Strong problem-solving skills, comfortable thinking outside the box to deliver solutions quickly.
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Confident in communicating, troubleshooting, and escalating complex technical problems.
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High attention to detail.
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Solution-focused and a keen interest in process improvement.
Megaport
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Megaport is a leading global provider of Network as a Service (NaaS) solutions. Its software-defined network platform offers on-demand, private interconnection to cloud providers, data centers, and IT services, simplifying direct cloud access for businesses worldwide.
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