**Experienced Customer Support Specialist – Network as a Service (NaaS) Expert**

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments and enjoy problem-solving? If so, we invite you to join blithequark, the global leader in Network as a Service (NaaS), as a Customer Support Specialist. At blithequark, we're not your typical tech company – and we don't want to be. We're a team of problem solvers, pixel pushers, code slingers, and cloud fanatics who are dedicated to transforming the way businesses connect to the cloud, data centers, and each other. 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** 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** This is a 4-month contract position based hybrid out of our Dublin office, supporting blithequark's global customer base across a range of technical, account, and general inquiries. 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. Fast-paced and ever-evolving, this role suits someone who thrives on problem-solving, works well independently, and brings strong attention to detail. You'll communicate clearly and confidently, fostering positive customer experiences and building trust with every interaction. As a customer advocate, you'll work closely with teams across the globe—escalating technical issues, collaborating on solutions, and contributing to a culture of service excellence. This is a great opportunity to gain hands-on experience within a high-growth tech environment, backed by a collaborative and supportive team. **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. * Prioritize first-contact resolution and maintain clear communication with customers until issues are fully resolved. * Identify and recommend opportunities for customers to optimize 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. **Essential Qualifications:** * 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 **Preferred Qualifications:** * Experience working in a cloud-based environment * Knowledge of cloud security and compliance * Familiarity with cloud-based customer support platforms * Experience working with a globally dispersed team * Strong analytical and problem-solving skills * Ability to work in a fast-paced environment with multiple priorities **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 **How to Apply:** If you're a customer-centric professional with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! **Note:** All applications will be treated in confidence. Please see our Privacy Policy for more information on how we collect, store, and use your personal data. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.