Technical Support Specialist, Vonage
VoIP
Cloud-based communications APIs
Open for applications
Cloud-based communications APIs
1001+ employees
Open for applications
1001+ employees
Company mission
To make communications more flexible, intelligent, and personal to help enterprises stay ahead.
Role
Who you are
- Excellent communication skills, including written and verbal
- Strong analytical, problem solving and interpersonal skills
- Multitask and work in a fast pace/dynamic environment
- Quickly respond to customer inquiries, requests and issues
- Communicate technical, process, and business information in language easily understood by diverse audiences
- Investigate, troubleshoot, diagnose and resolve technical issues related to the Vonage technology suite
- 1+ years of customer-facing experience in a technical role
- Network +/A+ Certification or equivalent networking coursework a plus
- Availability to Participate in Weekly On Call Rotation(weeknights & weekends)
What the job involves
- The Technical Support Specialist I is responsible for providing support to Vonage customers’ technical issues reported by ticketing system, email, and phone
- They will be responsible for taking on ownership with both external and internal parties to define and resolve systemic issues, product enhancements and workarounds
- They will apply fundamental network and VoIP troubleshooting to resolve support tickets in an efficient and effective manner
- The technician will also handle inbound/outbound calls, and adhere to outlined metrics around productivity and resolution
- 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
Our take
According to Vonage, technology should make business communication easier, but it currently makes it more complicated due to the various communication platforms that users need to spend time learning how to use. Moreover, users often realise that the platform is not the right choice for them after wasting a lot of time understanding how to navigate it. Vonage aims to change this by providing enterprises with a flexible cloud communications platform that simplifies business communication.
Vonage offers a unified communications solution that is easy to understand and use every day. The platform integrates communication via voice, messaging, video, and data and gives clients the flexibility to choose from a wide range of tools and integrations or to create new ones using Vonage's APIs.
Following its acquisition by Ericsson - a multinational networking and telecommunications company - Vonage has been focused on expanding its presence in wireless enterprises and broadening its global offerings. Vonage won the 2022 FinTech Award for Outstanding Cloud Communications Solutions in recognition of its growth and continued dedication to the development of new technologies.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-2% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2005
$200m
SERIES E
Aug 2004
$105m
SERIES D
Total funding: $372m
Company benefits
- Unlimited paid annual leave
- Flexible working hours
- Medical cover
- Health Savings Account
- Dental and Vision Cover
- Income Protection
- Maternity/Paternity Leave
- Retirement Plan
- Telehealth
- Tuition Reimbursement
- Legal plan
- Career progression
- Training
- Industry conferences
Company values
- Accountability - We do what we say and we own what we do
- Collaboration - We believe different perspectives bring better outcomes
- Trust - We recognize and rely on each other’s talents to achieve excellence
- Excellence - We focus on being the best at what we do
Company HQ
Holmdel, NJ
Articles
Leadership
Rory Read
(CEO, not founder)Member of the Ericsson Leadership Team and Board Member at Booz Allen Hamilton. Previously worked for Dell in a variety of roles, including Chief Operating Executive.
People progressing
Joined as Talent Acquisition Partner (EMEA/APAC), being promoted to Senior Talent Acquisition Partner (Global) after 2 years and currently the Senior Global Head of Talent.
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