Location: Auckland, New Zealand
Job Type: Full time, Contract

• 
  Support our users as the face of MEGA

• Work in Auckland at our head office with flexibility

• Generous salary offering

About MEGA

We love what we do each day and aim to push the boundaries of what is possible, to dream big, as we make it happen. We have stamped our mark on the cloud storage, encryption and secure communications industry. As a true global success story, we’ve set ourselves up for a bright and enviable future.
We have more than 300 million registered users across the globe, and almost 200 team members spread all around the world. We hire the best and most talented people around.

About the role

As a Helpdesk Technician, you will be the primary point of contact with our users. This role requires you to provide exceptional service and technical support to MEGA’s customers via our email ticketing system, as well as mentor and guide your team members from level 1 to 3. As part of a global team, you will report to the Helpdesk Team Lead in New Zealand.
You’ll join us as an experienced Helpdesk Technician, or you’re already in a similar role with 2+ years of experience in a similar phone or email based helpdesk environment. We communicate with customers from all over the world, so the ability to speak and write fluently in English is essential. Understanding another language would be highly advantageous for your application.

You will be responsible for:

• Working as a team to ensure service levels are met and maintained

• Managing and resolving service desk tickets in a timely manner

• Providing exceptional customer service to business and individual customers

• Escalating any complex or sensitive issues to management

• Efficiently managing complex support requests, with a particular focus on compliance, billing, and payment issues, ensuring timely and effective resolutions
  

• Provide technical assistance and troubleshooting support for users experiencing challenges with the product
  

• Identifying and escalating issues with detailed information to QA/Developers for investigation and resolution
  

• Investigate payment discrepancies or disputes and resolve them efficiently while maintaining accurate records
  

• Assisting in the issuance of customer invoices when necessary
  

• Handling compliance – related requests, ensuring all inquiries are addressed promptly and in accordance with the company policies and regulations.

• Mentoring and guiding technicians across levels 1 to 3 when required

• Providing insightful feedback to management on recurring technical issues, compliance challenges, and billing or payment concerns to improve processes and customer satisfaction

The work you do is client-facing, so having a customer-centric, people-focused outlook is imperative.

About you

Having worked in a similar Helpdesk/Support team previously, or in a technical customer service role will help you understand what is required to keep our customers happy. You understand the busyness of a role like this and can work under pressure. We operate on a rotating roster, so some weekend work will be essential (1-2 times a month).
You have:

• Exceptional customer service skills and a keen attention to detail

• Advanced technical knowledge of operating systems, including Windows, Linux, and mac OS

• Extensive experience in L2-L3 support with a strong understanding of cloud storage solutions

• Proficiency in ticketing system such as JIRA and Kayako

• Excellent patience and problem-solving abilities

• A passion for technology, enthusiasm for helping others, and a strong sense of ambition

What MEGA offers

Along with the freedom of remote and flexible working, continuous development and opportunities for future growth, you’ll enjoy a competitive remuneration package.
This is a stable role within a secure industry, with the opportunity to work with passionate and experienced software engineers, designers, product managers, and other stakeholders across the globe.
We have great and responsive leadership, a fun, hardworking team and plenty of ongoing learning opportunities that mean you’ll continue to grow with us.
Salary Range: NZ$ 62,000 - 65,000