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 work closely with teams across the globe to escalate technical issues, collaborate on solutions, and contribute to a culture of service excellence.

What You'll Be Doing

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 a highly motivated and experienced individual with a passion for innovation and technology. To be successful in this role, you'll need:

• 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
• 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 valued 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 passion for innovation and technology, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to our Talent Acquisition Team at [email protected].

Important Note

All arenaflex business correspondence is conducted via our business email accounts (@arenaflex.com). If you have any concerns, please reach out to arenaflex's careers team [email protected] directly and we will verify the legitimacy of any communication. arenaflex will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@arenaflexau.com". All applications will be treated in confidence. Please see Part 2 of our Privacy Policy to see what information arenaflex collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours arenaflex holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact arenaflex's data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies. Apply for this job