Technical Support Specialist

Summary

Join Vonage as a Technical Support Specialist I and provide technical support to customers via ticketing system, email, and phone. You will own the resolution of systemic issues, product enhancements, and workarounds, applying network and VoIP troubleshooting skills. You will handle inbound/outbound calls and meet productivity and resolution metrics. This role requires excellent communication, analytical, and problem-solving skills, along with the ability to multitask in a fast-paced environment. Vonage offers competitive pay and benefits, career advancement opportunities, and a collaborative work environment.

Requirements

• Excellent communication skills, including written and verbal
• Strong analytical, problem solving and interpersonal skills
• Ability to: Multitask and work in a fast pace/dynamic environment
• Ability to: Quickly respond to customer inquiries, requests and issues
• Ability to: Communicate technical, process, and business information in language easily understood by diverse audiences
• Ability to: Investigate, troubleshoot, diagnose and resolve technical issues related to the Vonage technology suite
• 1+ years of customer-facing experience in a technical role
• Availability to Participate in Weekly On Call Rotation(weeknights & weekends)

Responsibilities

• Determine/Isolate application and hardware related issues
• Respond swiftly to customer issues, displaying ability to prioritize based on provided guidelines
• Maintain performance measures including(not limited to) Tickets Per Hour closed, Adherence to phone/case management expectations, customer CSAT & DSAT
• Handle customer calls while displaying technical competency and strong communication skills
• Work in a collaborative team environment sharing ideas and opportunities for increased efficiency

Preferred Qualifications

Network +/A+ Certification or equivalent networking coursework

Benefits

• Competitive pay and benefits
• Career advancement opportunities
• A collaborative work environment