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Job Details

Customer Service Center Technical Lead

  • Negotiable
  • Mexico , Mexico City
  • Permanent
  • Transport, Optical & IP Networks , Cloud, Edge & Network Virtualization

Join a team of globally-positioned industry experts who lead by example. They do not compromise the values for commercial gain; we are all custodians of our culture, and the customer is at the centre of everything they do. Their employees are motivated, adaptable, persistent, hard-working, and dynamic.

Their culture permeates everything we do and this, in turn with a global vision, forms a commitment to each other, our customers, and shareholders alike.

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 the Company.
  • Ensuring all Service Level Agreements are met.
  • Guide the team on prioritisation of work with a strong focus on time management within the team.
  • Oversee training and documentation of new products for the CSS team.
  • Maintain existing technical documentation within the CSS team, including continuously reviewing existing documentation and identifying opportunities for
  • process improvement.
  • Oversee quality control and proactively analyse all customer requests to identify opportunities for improvement and potential escalations.
  • Ensure the rostering system is kept up to date.
  • Approve and manage all leave requests and shift coverage.
  • Approve and manage all overtime requests and associated reporting.
  • Supervise CSS team members' goals and progress in development.
  • 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.
  • Closely work 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.
  • Provide clear directives to the CSS team.
  • 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 organisational 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 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 they Offer

  • Flexible working environments
  • Birthday Leave
  • Generous study and training allowance + 5 days paid study leave
  • Creative, fun, and contemporary workspaces
  • Motivated team of industry experts and new talent
  • Celebrated success with ‘Legend' and ‘Kudos' Awards
  • Health and wellness program
  • Opportunities for career growth and potential for global intra-company transfers for interested candidates
  • Local benefits are also available

Position only available for local Mexicans or Permanent residents in the country at the time of the application

Luz Nunez Senior Account Manager - Perm
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