We embody the notion of what's next now! We envision, develop and manage technology to connect the world. Our team brings excellence, passion, creativity and curiosity to the job. We look at the business environment and technologies in new and challenging ways, striving to develop and deliver integrated whole-system solutions to meet our customers’ ever-changing needs.
Your key responsibilities:We are looking for a talented Sr Tech Support Advisor to help us deliver an outstanding customer experience. Your primary role will be to focus on ensuring our customers are 100% happy and that their issues and faults are resolved quickly and professionally. We want an individual that is going to come in and make a difference from day one and help us achieve our goal of building the best support team possible.
- Logging, prioritisation and escalation of support issues and requests
- Develop and maintain good working relationships with clients to promote high level of customer service
- Resolution of 2nd line support issues and requests via telephone, remote support or onsite visits
- Analysis of Network trace information
- Manage individual work streams using Salesforce (CRM)
- Shift model of work (24/7)
Required:
- Experience within 1st / 2nd line support (preferable Telecoms)
- Escalation Management / Ownership
- Understanding of the Vonage Contact Centre environment and Experience in troubleshooting
- Management of multiple channels of activity
- Able to apply good judgement to diagnose the level of customer need
- Excellent communications skills, written and verbal in English
- Able to operate to time sensitive deadlines
Experience we consider a plus:
- An understanding of SIP/RTP and VoIP
- Proven experience of troubleshooting and fault finding on networks
- Network analytical tools such as Wireshark
- A positive outlook with the ability to be flexible and adaptable
- Good interpersonal skills and the ability to deal with users at all levels
There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.
Who we are:
Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
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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What We Do
We’re making communications more flexible, intelligent, and personal, to help enterprises the world over stay ahead. We provide unified communications, contact centers and programmable communications APIs, built on the world's most flexible cloud communications platform.
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