What are the responsibilities and job description for the Technical Support Specialist position at Vonage?
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.
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What You Will Do
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.
What You'll Bring
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.
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.
What's Required of You:
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)
Salary : $48,000 - $66,000
