Customer & Network Support Lead
The Role
The Customer & Network Support Team Lead - APAC is responsible for the success of the Customer Support Team in the Asia Pacific region. Acting as second in charge and reporting to the Global Customer Support Manager, the Customer Network Support Team Lead - APAC will ensure the Support Team adheres to the scheduled roster to guarantee coverage of the service desk at all times, complies with company policy regarding office attendance, and oversees other day-to-day operational duties.
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 assistant to the Customer & Network Support Team members or directly with customers as the first escalation point.
True to the nature of customer service, the role is dynamic and fast-paced, offering many opportunities for career development. The successful candidate is comfortable working autonomously, enjoys problem-solving, and has a keen eye for detail. They will have strong written and verbal communication skills and comfortably foster positive customer interactions and relationships. They will enjoy working in a friendly, supportive team that encourages collaboration.
As an internal customer advocate, the successful candidate will work closely with global teams to efficiently resolve customer requests. Including but not limited to comfortably communicating, troubleshooting, and escalating complex technical problems. The role is exposed to the challenges and demands of a rapidly expanding global network.
As a senior member of the CNS Team, the Customer & Network Support Team Lead- APAC will act as a representative for Megaport, attending in-person and online meetings with local customers and suppliers, assisting with procurement contract discussions and negotiations, and managing supplier performance.
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 assistant to the Customer & Network Support Team members or directly with customers as the first escalation point.
True to the nature of customer service, the role is dynamic and fast-paced, offering many opportunities for career development. The successful candidate is comfortable working autonomously, enjoys problem-solving, and has a keen eye for detail. They will have strong written and verbal communication skills and comfortably foster positive customer interactions and relationships. They will enjoy working in a friendly, supportive team that encourages collaboration.
As an internal customer advocate, the successful candidate will work closely with global teams to efficiently resolve customer requests. Including but not limited to comfortably communicating, troubleshooting, and escalating complex technical problems. The role is exposed to the challenges and demands of a rapidly expanding global network.
As a senior member of the CNS Team, the Customer & Network Support Team Lead- APAC will act as a representative for Megaport, attending in-person and online meetings with local customers and suppliers, assisting with procurement contract discussions and negotiations, and managing supplier performance.
