Experienced Customer Support Specialist – Network as a Service (NaaS) Expert
At arenaflex, we're not your typical tech company – and we don’t want to be. arenaflex is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We’re publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 350 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun.
Our Team Culture
We’re a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here – collaboration beats hierarchy, curiosity fuels our growth, and everyone’s voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do.
Your Role
We're seeking an experienced Customer Support Specialist to join our team in Dublin for a 4-month contract position. As a key member of our global customer support team, you'll be the first point of contact for our customers via phone and web-based platforms, helping them navigate challenges and get the most out of our services. You'll be working in a fast-paced and ever-evolving environment, where you'll thrive on problem-solving, work well independently, and bring strong attention to detail.
Key Responsibilities
As a Customer Support Specialist, you'll be responsible for:
- Delivering exceptional customer service through every interaction
- Handling and managing inquiries across multiple communication channels
- Consistently meeting or exceeding customer support KPIs and SLA targets
- Complying with established procedures, policies, and operational standards
- Accurately documenting all activities using appropriate systems and tools
- Diagnosing and resolving network, portal, and account issues using a range of troubleshooting tools
- Prioritizing first-contact resolution and maintaining clear communication with customers until issues are fully resolved
- Identifying and recommending opportunities for customers to optimize and enhance their services
- Applying creative problem-solving to deliver the best outcomes for customers
- Coordinating requests from vendors, suppliers, and internal business units
- Serving as a key liaison, providing accurate and detailed updates on unresolved incidents to business units, customers, and management
What We Are Looking For
We're looking for someone with:
- Minimum of three years experience in network incident resolution, mitigation, deployment, and maintenance
- CCNA/JNCIA with work experience in network incident resolution or network infrastructure is required
- Production experience with IS-IS, BGP, MPLS Traffic Engineering, and MPLS Layer 2/3 VPNs
- Hands-on experience with Juniper and Cisco hardware platforms (certification is nice to have but not a requirement)
- Virtual machine experience
- Internet Peering
- A passion for innovation and technology
- Understanding of fundamental networking and software concepts
- Fluent in English, with excellent written and verbal communication skills
- 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
As a member of our team, you'll enjoy:
- Flexible working environment – a remote-first culture with coworking options available
- Generous leave plans – including parental leave, birthday leave, and a purchased annual leave program
- Health and wellness support – through a wellness allowance and employee wellbeing initiatives
- Comprehensive learning support – generous study and training allowance plus paid study leave
- Creative, modern workspaces – designed to inspire when you're not working remotely, plus access to coworking spaces via our global WeWork membership if you work remotely, but like to get out of the house sometimes
- Motivated, inclusive team – work alongside industry experts and fresh talent
- Recognition programs – celebrate achievements with our Legend and Kudos awards
Additional Information
If you're passionate about delivering exceptional customer service and have a strong background in network incident resolution, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [[email protected]](mailto:[email protected]). We look forward to hearing from you.
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