Remote Customer Support Specialist

Summary

Join Vonage's fast-growing team as a Customer Support Specialist and help deliver an outstanding customer experience. Focus on ensuring customers are happy, resolving issues quickly, and promoting excellent customer service.

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)

Preferred Qualifications

Proven experience in troubleshooting and fault finding on networks