INACTIVE
Full-Time
Technical Support Specialist
Posted on 4/19/2024
Cloud communications and VoIP technology provider
Data & Analytics
Entry, Junior
Atlanta, GA, USA
Required Skills
Communications
HTML/CSS
Requirements
- High school diploma
- 1-2 years of working in the call center environment or providing technical support in related fields
- Excellent written and verbal communication skills (90% English fluency)
- Successfully passing of the technical assessment, the logic exam, typing test, on-site interviews, and drug screening
Responsibilities
- Handle incoming call or chat activity and process/complete tasks identified in cases received through CRM portal and assigned queues
- Triage incoming cases received by CRM. Prioritize & Assign by priority category, offer case acknowledgment & expectations to customer
- Provide application support by creating cases, conducting & documenting initial discovery, and escalating when necessary
- Adhere to established SLAs, and productivity/performance goals
- Provide world class Customer Support by delivering service in accordance with Vonage values
- Perform database searches
- Gain an understanding of the product line and the role of CSS Corp in supporting Vonage
- Remain empathetic and concerned with resolving the customer’s issue
- Discussing trouble-ticket activity and incidents in face-to-face meetings with team management
- Typing incident notes, compiling reports and troubleshooting Help Desk incidents to resolution
- Handle a high workload and managing the customer expectations
Vonage provides a flexible cloud communications platform offering unified communications, contact centers, and programmable APIs for messaging, voice, and video, all powered by VoIP technology, enabling seamless employee communication and collaboration.
Company Stage
M&A
Total Funding
$1.1B
Headquarters
Holmdel, New Jersey
Founded
2001
Growth & Insights
Headcount
6 month growth
↑ 0%1 year growth
↓ -1%2 year growth
↑ 4%INACTIVE