Why this role is important:
The primary function of this position is to handle inbound and outbound calls to resolve customer technical issues as well as answer questions related to Vonage products and billing inquiries. As a Technical Support Agent you will be responsible for supporting all products and features Vonage offers.
What you will do:
- Answer incoming calls and address issues ranging from phone setup to in-depth network analysis
- Diagnose and troubleshoot audio, installation and registration issues. Address billing, porting and other non-technical inquiries.
- Assist new customers with account set up and on-boarding.
- Assist customers with installation of VoIP phone/application on their SOHO network, business network and/or mobile smartphone.
- Troubleshoot VoIP phones including but not limited to Cisco, Polycom, Yealink, Panasonic, Grandstream.
- Troubleshoot different levels of network firewalls and routers, from home to enterprise level. (i.e. Linksys, Netgear, SonicWall, Juniper, etc.)
- Answer questions related to Billing, Features, Number Porting, etc.
- Answer customer questions via phone and email on all company supported applications and hardware.
- Perform customer call backs as needed
- Interact with higher level technical groups/engineers via tracking system (i.e. Salesforce, Jira, etc.)
- Meet standardized goals and objectives as established through the management team
- Tactfully handle confrontational or stressful interactions with the customers
- Participate in training to maintain a high level of product knowledge
- Document and track customer’s problems, requests, actions and troubleshooting performed through provided customer care tools
- Maintain standards of customer service productivity
- Provide value added services to optimize the customers Vonage experience
- Other project goals as per company expectations
What is Required (Technical Knowledge, Software, Etc.):
- Strong Networking knowledge, including:
- LAN topology
- IP routing
- TCP/IP
- Firewalls
- Networking Addressing
- Network Hardware understanding, including:
- Routers, switches, hubs
- Ethernet and USB connections
- Internet Technology
- SIP (Session Initiation Protocol) knowledge
- Able to provide telephone technical support to non-technical users
- Able to identify systemic issues
- Previous training, education or experience related to PC home networking technology
- 2 year call center/customer service experience
- Able to work independently and in a strong team environment
- Excellent troubleshooting, problem solving and analytical skills
- Excellent communication (written and verbal), interpersonal and influencing skills
- Able to multi-task and adapt rapidly to constant change in processes and technology
- Ability to handle stressful situations and deadline pressures
Certifications Preferred
- A+, Networking+, MCSA, CCNP or other certifications (preferred)
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