Customer Support Specialist

Summary

Join Vonage and be a Customer Support Specialist, ensuring customer satisfaction by resolving issues quickly and professionally. You will log, prioritize, and escalate support issues, build strong client relationships, and resolve first-line support requests via phone and remote support. Analyzing network trace information and managing individual workstreams using Salesforce are key responsibilities. This role operates on a shift model. Vonage offers an attractive salary, the chance to work in a young, international team in Wrocław or remotely, and the opportunity to work for a leading contact-center vendor.

Requirements

• Excellent communications skills, written and verbal
• Very good English, written and verbal
• A positive outlook with the ability to be flexible and adaptable
• Good interpersonal skills and the ability to deal with users at all levels
• Able to operate to time-sensitive deadlines
• Management of multiple channels of activity
• Able to apply good judgement to diagnose the level of customer need
• A positive, confident and client-centric approach to work
• Experience within 1st line support (preferable Telecoms)
• Good working knowledge of Browsers, Microsoft Word and Excel

Responsibilities

• Logging, prioritisation and escalation of support issues and requests
• Develop and maintain good working relationships with clients to promote a high level of customer service
• Resolution of 1st line support issues and requests via telephone and remote support
• Analysis of Network trace information
• Manage individual workstreams using Salesforce (CRM)
• Shift model of work

Preferred Qualifications

Proven experience in troubleshooting and fault finding on networks

Benefits

• Attractive salary depending on your skills and experience
• Work in a young, international team in our new office in Wrocław or remotely
• Chance to work for the leading ‘Contact-Centre in the Cloud’ vendor