What are the responsibilities and job description for the Tier 1 - Technical Support Specialist position at Vonage?
Vonage Customer Care Mission: We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.
Why this role matters:To Vonage customers, Customer Care Agents are often the face of the company. We are the customer’s link to good service. The Technical Support Specialist is an entry-level position, resolving routine customer issues and gaining exposure to the range of issues with which we deal.
IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…….
What you will do
- Work with fellow team members to serve as the first level of escalation within our product and technical support area, receiving cases from our front-line support help desk.
- Perform initial troubleshooting for standard and routine customer problems including issues of call quality, call completion, call flow builds, features and basic network-related issues.
- Resolve issues on own and work with Vonage technical teams to address and resolve issues with greater complexity.
- Follow up with customers to make sure issues have been resolved to a high level of satisfaction.
- Document customer issues / requests, status and resolution.
- Assist Technical Support team members on complex troubleshooting of issues with VoIP and Network technologies.
What you will bring
Familiarity with or ability to learn Networking (Layer 2&3 topology, networking hardware, cabling, WAPs).
- Familiarity with or ability to learn VoIP (QoS, SIP Flow, Coded Negotiations).
- Strong communication skills and a positive customer attitude.
- A strong detail orientation.
- Ability to:
- Develop solutions to technical, process and systems problems.
- Thrive in a fast-paced environment.
- Dig into issues and problems to understand underlying causes.
What is required for application?
Required
Network Certification or equivalent networking coursework.
Preferred
- Associate or Bachelor’s degree in a technical field.
- Knowledge of BroadSoft as a hosted voice platform.
- Hands-on experience with Cisco and other networking equipment. Working knowledge of LAN and WAN technologies.
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