Supervisor of Product & Tech Support

Holmdel, New Jersey OR Atlanta, Georgia

Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs. 

Our Customer Care Mission: We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.

SOUND INTERESTING? CONTINUE READING BELOW…….

Why this role matters:

The Supervisor of Product & Technical Support is a member and leader of the team and is responsible to assist the Manager, Product & Technical Support Engineering with the day to day aspects of the Customer Experience throughout the Customer Life Cycle. The Customer Support team is responsible for supporting all Vonage products across the nationwide network footprint. This position requires a highly technical/hands-on individual and excellent communication skills to ensure that our services exceed our customer's expectations in every way. 

Where you will work:

Flex Worker - You will have home based days, but can be required to commute to the office for collaboration, customer meetings and presentations up to 3 days a week (exact days to be agreed with your line manager).

The address of the offices you will be commuting to is Bell Works 101 Crawfords Corner Road Suite 2416, 4th Floor, Building #2 Holmdel, NJ 07733

OR 3200 Windy Hill Rd SE, Suite 200E, Atlanta, GA 30339

Sponsorship & Relocation Not Available - Legal authorization to work in the US is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening. Additionally, there will be no relocation assistance.

What you will do:

  • Performs ticket load forecasting and staffing projections that compliment or meet departmental / team objectives.  Track / monitor ticket flow to ensure issues are being addressed in a timely manner.  Review ACD logins to meet service level objectives. 
  • Ensures ticket quantity and quality results are measured providing feedback to the technical staff.  Coach Leads, and Technicians accordingly. 
  • Set performance objectives that compliment departmental goals by routinely providing feedback to employees on how well they are doing against those objectives by performing monthly 1 on 1’s.  On an annual basis, create formal performance evaluations for all direct reports.
  • Actively review and update all departmental processes on a regular basis to ensure continuous improvement. Represent groups in issues revolving customer dissatisfaction and escalation.
  • Monitoring and assisting personnel with process, training, customer escalations and customer experience including retention.
  • Monitoring and collecting data for Performance Metric reporting.
  • Triage, and ensure timely response to Help Desk tickets; ensure accurate and detailed incident tickets, and postmortem analysis.
  • Providing internal support to Vonage personnel.
  • Proactively ensure adequate, ongoing communication and coordination among infrastructure stakeholders regarding projects, problems, and operations issues.
  • Provides leadership for conference calls during outage events and participates in Root Cause Analysis reviews with customers.
  • Provides leadership for daily operations calls as well as scheduled customer support review calls.
  • Coordinate software deployments, equipment installation, and routine maintenance efforts with Network Operations, Engineering, and Client Services.
  • Meet and exceed SLO commitments as assigned by management.
  • Timely and detailed communication to all customers who will have a known service interruption.
  • Define and document Customer Support policies, processes and procedures; assist in the implementation and use and training aforementioned policies, processes and procedures.
  • Ability to manage multiple tasks simultaneously and meet deadlines under pressure.
  • Ability to work on-call and weekend hours as required.
  • Demonstrated professional customer-facing communication skills.

What you will bring:

Required

  • 5+ years of Telecommunications industry experience.
  • Understanding of VoIP protocols, SIP signaling, network QOS, IP routing, Ethernet switching (including 802.11q, 802.11p, 802.3af), and packet tagging mechanisms.
  • In-depth knowledge of LAN/WAN communications, network hardware such as Adtran and Cisco routers, Ethernet switches, DSLAMs and Multiplexers. 
  • Knowledge of routing protocols such as, EIGRP, BGP and OSPF.
  • Understanding and practical experience with technologies like MPLS, VPLS, VPNs, QoS, and Firewall services. 
  • Experience with hosted and cloud based applications and services.

Desirable

  • Excellent verbal and written communication skills.
  • Excellent customer service and escalation management skills.
  • Ability to lead and mentor a multi-site team.
  • Experience working with Telecommunications Carriers and NOCs is a plus.
  • Experience with hosted and cloud based applications and services.
  • BA/BS in Business or Technical program or the equivalent in training and experience.

How you will benefit:

  • Medical, Vision, and Dental Coverage
  • Health Savings Account (HSA)
  • Income Protection
  • Maternity & Paternity Leave
  • 401(k) Contributions: Pre-Tax, Roth, or After-Tax Roth Options
  • Unlimited Discretionary Time Off
  • Three Paid Volunteer Days a Year
  • Tuition Reimbursement
  • Voluntary Legal Plan
  • Optum Employee Assistance Program
  • Discount on Auto, Home & Pet Insurance

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.

#LI-HB

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Vonage’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.