Experienced Customer Support Specialist – Global Network as a Service (NaaS) Provider

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 on a 4-month contract basis, working hybrid out of our Dublin office. As a key member of our global customer support team, you'll be the first point of contact via phone and web-based platforms, helping customers navigate challenges and get the most out of our services. You'll be responsible for delivering exceptional customer service, handling and managing inquiries across multiple communication channels, and consistently meeting or exceeding customer support KPIs and SLA targets.

Key Responsibilities:

* Deliver exceptional customer service through every interaction

• Handle and manage inquiries across multiple communication channels
• Consistently meet or exceed customer support KPIs and SLA targets
• Comply with established procedures, policies, and operational standards
• Accurately document all activities using appropriate systems and tools
• Diagnose and resolve network, portal, and account issues using a range of troubleshooting tools
• Prioritise first-contact resolution and maintain clear communication with customers until issues are fully resolved
• Identify and recommend opportunities for customers to optimise and enhance their services
• Apply creative problem-solving to deliver the best outcomes for customers
• Coordinate requests from vendors, suppliers, and internal business units
• Serve as a key liaison, providing accurate and detailed updates on unresolved incidents to business units, customers, and management

What We Are Looking For:

* 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:

* 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:

* arenaflex is an equal opportunities employer and welcomes applications from diverse candidates

• arenaflex is committed to providing a safe and inclusive work environment for all employees
• arenaflex is a global company with a diverse workforce, and we welcome applications from candidates who are passionate about technology and customer service
• arenaflex is a rapidly growing company, and we offer opportunities for career growth and professional development
• arenaflex is committed to providing a comprehensive benefits package, including health insurance, retirement plans, and paid time off

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]). Apply for this job