Technical Customer Support - Team Supervisor

Megaport; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading Network as a Service provider in Veracruz is looking for a Customer Support Specialist. The role involves coaching team members, addressing technical issues, and ensuring service level agreements are met. Ideal candidates will have a CCNA or JNCIA certification, strong networking knowledge, and excellent communication skills. The position offers competitive compensation, flexible working environments, and other benefits like birthday leave and a wellness program.

Servicios

Competitive Compensation Packages

Flexible working environments

Birthday Leave

Generous study and training program

Health and Wellness Program

Formación

• Good knowledge of fundamental networking concepts.
• Work experience in network incident resolution.
• Ability to communicate with all levels of business.

Responsabilidades

• Coach Customer Support Specialist team members.
• Ensure all Service Level Agreements are met.
• Oversee training and documentation for the CSS team.
• Provide accurate data analysis to drive business decisions.

Conocimientos

Networking concepts

Communication skills

Problem-solving

Customer service

Technical analysis

Team coaching

Educación

CCNA / JNCIA certification

Descripción del empleo

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, in turn, with a global vision, forms a commitment to each other, our customers, and shareholders alike.

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.

What You’ll Be Doing

• Coach Customer Support Specialist team members to develop technical knowledge and customer service skills and maintain personal knowledge of the technical nature, products, processes, and policies within Megaport.
• Ensure all Service Level Agreements are met.
• Oversee training and documentation of products for the CSS team.
• Perform regular check‑ins with the CSS team to provide feedback and support.
• Lead the team in the event of a customer‑facing Incident, including communication with internal stakeholders, coordinating team members on customer‑facing tasks and operating as the first level of escalation.
• Act as the first point of escalation for all customer‑related issues.
• Provide accurate data analysis to the CNS leadership team to drive business‑based decisions.
• Provide technical SME assistance to the team; this is a hands‑on role.
• Supervise day‑to‑day operations activities.

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 fiber 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.
• High attention to detail.
• Enjoys working as part of a team and is comfortable coaching others.

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