Customer Support Specialist

Summary

Join Vonage and be a Customer Support Specialist, ensuring customer satisfaction by resolving issues quickly and professionally. Log, prioritize, and escalate support issues. Develop strong client relationships and provide 1st line support via phone and remote access. Analyze network trace information, manage workstreams using Salesforce, and work a shift model. The ideal candidate possesses excellent communication skills, adaptability, and the ability to manage multiple tasks and meet deadlines. Prior 1st line support experience (preferably in telecoms) and familiarity with browsers, Microsoft Word, and Excel are preferred.

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

Responsibilities

• Logging, prioritization 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

• Experience within 1st line support (preferable Telecoms)
• Good working knowledge of Browsers, Microsoft Word and Excel
• 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 (Poland)
• Chance to work for the leading ‘Contact-Centre in the Cloud’ vendor