Customer Support Specialist

Customer Support Specialist

We're seeking a skilled Customer Support Engineer to join our growing team in Mexico City, where you'll be the go-to expert for resolving complex networking issues for our English-speaking customers. As the first point of contact, you'll provide high level service while troubleshooting and escalating technical challenges for the Mexico Megaport customer base. In this dynamic, fast-paced role, you'll collaborate with a global team to efficiently manage customer requests and deliver seamless solutions. You'll gain hands-on experience with Megaport's rapidly expanding global network and have the opportunity to grow your career. If you're passionate about problem-solving, detail-oriented, and thrive in an independent work environment, this is the perfect opportunity for you! This role will require office attendance between Tuesday to Thursday if you are rostered between these days.

What You Will Be Doing

• 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.

What We Are Looking For

• Fluent in English and Spanish, both written and verbal.
• Willingness to travel into the Mexico City office for shifts (hybrid arrangements available).
• 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.
• A 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) will be highly regarded.

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.