Vonage Customer Care Mission
As trusted advisors, we help our customers achieve maximum value from our products by anticipating and resolving their technical challenges in a timely, expert and courteous manner.
Why this job Matters
Our knowledgeable and empathetic service is a key reason why customers choose Vonage.
What you will do
The Technical Support Engineer is responsible for providing support to Vonage customers’ technical issues reported by email, chat and phone
Providing customers with lightning-fast response and resolution times, combined with great communication
Getting stuff done for the customer, doing whatever it takes to ensure their success
Capturing knowledge, for customers who prefer solving their own issues without having to contact support
What you’ll bring
Excellent communication skills, including written and verbal
Strong analytical, problem solving and interpersonal skills
Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way
Ability to:
Multitask and work in a fast paced/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
The ideal candidate should have this background:
At least 1-3 years of customer-facing experience in a technical role
3-4 years of experience in SMS and Messaging
Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions
Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
Qualification in Computer Science or a related discipline, or relevant experience related to this position
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