Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.
Our 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.
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Why this role matters:
The Supervisor of Product & Technical Support is a member and leader of the team and is responsible to assist the Manager, Product & Technical Support Engineering with the day to day aspects of the Customer Experience throughout the Customer Life Cycle. The Customer Support team is responsible for supporting all Vonage products across the nationwide network footprint. This position requires a highly technical/hands-on individual and excellent communication skills to ensure that our services exceed our customer's expectations in every way.
Where you will work:
Fully Remote Worker - You will be home based in the US as opposed to a designated Vonage Office and you will work 100% of the time from home.
Time Zone Requirements: Must be located within the Eastern Time Zone.
Sponsorship Not Available - Legal authorization to work in the US is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.
What you will do:

• Performs ticket load forecasting and staffing projections that compliment or meet departmental / team objectives. Track / monitor ticket flow to ensure issues are being addressed in a timely manner. Review ACD logins to meet service level objectives.
• Ensures ticket quantity and quality results are measured providing feedback to the technical staff. Coach Leads, and Technicians accordingly.
• Set performance objectives that compliment departmental goals by routinely providing feedback to employees on how well they are doing against those objectives by performing monthly 1 on 1's. On an annual basis, create formal performance evaluations for all direct reports.
• Actively review and update all departmental processes on a regular basis to ensure continuous improvement. Represent groups in issues revolving customer dissatisfaction and escalation.
• Monitoring and assisting personnel with process, training, customer escalations and customer experience including retention.
• Monitoring and collecting data for Performance Metric reporting.
• Triage, and ensure timely response to Help Desk tickets; ensure accurate and detailed incident tickets, and postmortem analysis.
• Providing internal support to Vonage personnel.
• Proactively ensure adequate, ongoing communication and coordination among infrastructure stakeholders regarding projects, problems, and operations issues.
• Provides leadership for conference calls during outage events and participates in Root Cause Analysis reviews with customers.
• Provides leadership for daily operations calls as well as scheduled customer support review calls.
• Coordinate software deployments, equipment installation, and routine maintenance efforts with Network Operations, Engineering, and Client Services.
• Meet and exceed SLO commitments as assigned by management.
• Timely and detailed communication to all customers who will have a known service interruption.
• Define and document Customer Support policies, processes and procedures; assist in the implementation and use and training aforementioned policies, processes and procedures.
• Ability to manage multiple tasks simultaneously and meet deadlines under pressure.
• Ability to work on-call and weekend hours as required.
• Demonstrated professional customer-facing communication skills.

What you will bring:
Required

• 5 years of Telecommunications industry experience.
• Understanding of VoIP protocols, SIP signaling, network QOS, IP routing, Ethernet switching (including 802.11q, 802.11p, 802.3af), and packet tagging mechanisms.
• In-depth knowledge of LAN/WAN communications, network hardware such as Adtran and Cisco routers, Ethernet switches, DSLAMs and Multiplexers.
• Knowledge of routing protocols such as, EIGRP, BGP and OSPF.
• Understanding and practical experience with technologies like MPLS, VPLS, VPNs, QoS, and Firewall services.
• Experience with hosted and cloud based applications and services.

Desirable

• Excellent verbal and written communication skills.
• Excellent customer service and escalation management skills.
• Ability to lead and mentor a multi-site team.
• Experience working with Telecommunications Carriers and NOCs is a plus.
• Experience with hosted and cloud based applications and services.
• BA/BS in Business or Technical program or the equivalent in training and experience.

How you will benefit:

• Medical, Vision, and Dental Coverage
• Health Savings Account (HSA)
• Income Protection
• Maternity & Paternity Leave
• 401(k) Contributions: Pre-Tax, Roth, or After-Tax Roth Options
• Unlimited Discretionary Time Off
• Three Paid Volunteer Days a Year
• Tuition Reimbursement
• Voluntary Legal Plan
• Optum Employee Assistance Program
• Discount on Auto, Home & Pet Insurance

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
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