.Technical Customer Support - Team SupervisorMXN 400,000 - 600,000About MegaportMegaport 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 250 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 CultureJoin 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 RoleThis 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 support for our Customer Support Services (CSS) 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 resolve customer requests efficiently, including but not limited to comfortably communicating, troubleshooting, and escalating complex technical problems. The role is exposed to challenges and demands involved in a rapidly expanding global network.What You'll Be DoingCoach Customer Support Specialist 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.Oversee training and documentation of products for the CSS team.Perform regular check-ins with the CSS team to provide feedback and support.Lead the team in the event of a customer-facing incident, including communication with internal stakeholders, coordinating team members on customer-facing tasks, and operating as the first level of escalation