Technical Support Specialist
Posted on 1/31/2024
Vonage

1,001-5,000 employees

Provides unified, programmable cloud communications services
Company Overview
Vonage, a subsidiary of Ericsson, is a leader in the cloud communications industry, offering flexible and intelligent solutions for enterprises globally. The company's recognition in all three Gartner Magic Quadrant reports - CPaaS, UCaaS, and CCaaS - demonstrates its comprehensive vision and ability to execute. With a focus on unified communications, contact centers, and programmable communications APIs, Vonage fosters a culture of technical advancement and industry leadership.
Data & Analytics

Company Stage

Series F

Total Funding

$1.1B

Founded

2001

Headquarters

Holmdel, New Jersey

Growth & Insights
Headcount

6 month growth

0%

1 year growth

1%

2 year growth

2%
Locations
Atlanta, GA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Linux/Unix
CategoriesNew
IT & Security
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
  • Passing of the technical assessment, the logic exam, typing test, on-site interviews
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
  • Perform database searches
  • 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
Desired Qualifications
  • Lives within a 15-kilometer radius
  • Non-entrepreneurs
  • Agents without certificates in a technical field which has a high demand of employment in the industry (Cisco, Juniper, Linux, Servers, etc)