Technical Support Specialist
4 weeks ago
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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