Frontline Technical Support Agent

Join Vonage and help us innovate cloud communications for businesses worldwide!

Why this role matters:

Vonage Technical Support Agents work directly with customers to diagnose, troubleshoot, and repair end user system access, device issues, and first level troubleshooting steps in a call center environment. The Vonage Technical Support Agent works to gather all details of the request to eliminate follow up engagement for added information. We are part of the team ensuring that Vonage customers get the functionality and reliability they expect and demand. The Technical Support Agent provides Customer Care support to a broad range of clients and/or multiple product areas.

Your key responsibilities:

• Communicate clearly and professionally with customers and teammates via phone and email in a high-volume call center environment.
• Meet performance metrics while handling inbound/outbound calls and ensuring customer satisfaction.
• Accurately document customer issues, troubleshooting updates, resolutions, and follow-ups to meet Vonage SLOs.
• Process Move/Add/Change/Delete (MACD) requests and other billable changes efficiently.
• Configure customer call flows as requested and ensure proper documentation within cases.
• Escalate large-scale service impairments to leadership as needed based on customer impact.
• Adhere to all Vonage call center procedures, internal knowledge base (IKB) processes, and handle a variety of technical issues across multiple platforms and services.

What you'll bring

• 1–3 years of experience troubleshooting within an IP environment, including VoIP; basic experience with SIP, TCP/IP, LAN/WAN, and related multimedia technologies, protocols, and network troubleshooting.
• Prior experience (1+ years) in progressive technical support roles; familiarity with telecommunications service provider and SaaS industry sectors.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills; able to communicate technical concepts clearly to diverse audiences.
• Proven ability to work both independently and collaboratively in a team environment.
• Able to multitask, adapt to changing priorities, and meet tight deadlines in a dynamic environment.
• Quick learner with the ability to investigate, troubleshoot, diagnose, and resolve technical issues efficiently.

How you'll benefit:

At Vonage, we offer exciting work, career growth opportunities, and a collaborative hybrid work environment. In addition to competitive pay and benefits, we provide unlimited discretionary time off and tuition reimbursement.

Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process
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There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

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Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

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.