**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 300 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 this, in turn with a global vision, forms a commitment to each other, our customers, and shareholders alike.
**The Role**
**Megaport is looking for a bilingual Spanish and English Technical Support Specialist to join our Customer Support Service team.
**You'll support our global customers by addressing technical network issues, account inquiries, and general requests through phone and web-based platforms.
With a customer-first mindset and strong communication skills, you'll work both independently and collaboratively to deliver outstanding service.
**This hybrid position follows a 4-day rotating roster, with weekday shifts in the office and weekend/public holiday shifts performed remotely.
**
As a customer advocate, you'll collaborate with global teams to troubleshoot, escalate, and resolve complex technical problems.
This role offers hands-on experience in supporting a rapidly expanding global network, making it an excellent opportunity for career growth in the tech industry.
**What You Will Be Doing**:




- Providing high-quality customer service.
- Managing multiple customer communication channels.
- Meet or exceed customer support KPIs and SLAs.
- Adhering 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.
- Identify opportunities for customers to optimize their services.
- Think outside the box to achieve the best outcome for our customers.
- 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**:
- **Bachelor's Degree relative to IT or Telecommunications**:
- ** Minimum of 2 years experience within a Networking Incident Resolution or Network Infrastructure is highly advantageous**:
- Business-level proficiency in English, with excellent written and verbal communication skills.
- A passion for innovation and technology.
- Understanding of fundamental networking and software concepts.
- 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.
- Confident in communicating, troubleshooting, and escalating complex technical problems.
- High attention to detail.
- Solution focus and a keen interest in process improvement.
**What We Offer**:
- Adaptable working environments.
- Health Insurance Reimbursement
- Generous Leave Plans (parental, annual holidays, purchase program)
- Health & Wellness Allowance
- Generous study and training allowance + 5 days paid study leave
- Motivated team of industry experts and new talent
- Celebrated success with 'Legend' and 'Kudos' Awards

📌 Technical Support Specialist (Xico)
🏢 Megaport
📍 Xico