Pay Range
Annually:
$100,000 - $130,000
No equity
Description
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.
