Customer Support Specialist at Megaport

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Telecommunications, Cloud ServicesIndustries

Requirements

Fluent in English and Spanish, both written and verbal
Willingness to travel into the Mexico City office for shifts (hybrid arrangements available; office attendance Tuesday to Thursday if rostered)
Availability for shift work in the future (including occasional weekends)
Studying Bachelor's Degree relative to IT or Telecommunications
Understanding of fundamental networking and software concepts
Confident in communicating, troubleshooting, and escalating complex technical problems
Passion for innovation and technology
Conversational English, 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
High attention to detail
Solution focus and a keen interest in process improvement
Experience handling inbound sales inquiries within the networking industry (or similar) highly regarded

Responsibilities

Deliver high-quality customer support in English and Spanish
Identify opportunities for customers to optimize their services
Provide high-quality customer service
Meet or exceed customer support KPIs and SLAs
Adhere 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
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

Skills

Networking

Troubleshooting

Customer Support

Technical Support

Problem Solving

Network as a Service

Cloud Networking

Megaport

Network connectivity solutions on subscription

About Megaport

Megaport provides Network as a Service (NaaS) solutions that simplify and enhance network connectivity for businesses. Their services allow clients to connect to major cloud providers like Amazon Web Services and Microsoft Azure on a subscription basis, making it easier for companies to manage their network needs without heavy physical infrastructure. Megaport's products, such as Megaport Virtual Edge and Megaport Cloud Router, enable on-demand connections that are flexible and scalable. Unlike traditional networking solutions, Megaport operates on a pay-as-you-go model, allowing businesses to adjust their network usage based on their requirements. The goal of Megaport is to empower organizations across various industries to seamlessly connect to cloud services and optimize their network infrastructure.

Brisbane, AustraliaHeadquarters

2013Year Founded

$25.1MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise Software, FintechIndustries

201-500Employees

Risks

Leadership transition with new CEO Michael Reid may cause strategic instability.

Over-reliance on strategic partnerships could pose risks if partnerships face challenges.

Rapid European expansion may strain Megaport's resources and operational capabilities.

Differentiation

Megaport offers a unique SDN-based Elastic Interconnection platform for secure connections.

The company provides on-demand network services with a flexible, pay-as-you-go model.

Megaport's global reach spans 165 data centers in 37 cities across 19 countries.

Upsides

Expansion into 14 new European data centers enhances Megaport's market presence.

Partnerships with companies like Palo Alto Networks boost Megaport's cybersecurity offerings.

Growing demand for hybrid cloud solutions aligns with Megaport's NaaS services.

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