The Vonage Business Support Team is searching for an energetic and hard-working Technical candidate. 

 

Vonage enables CSPs (Communication Service Providers) to resell VBC as a white labeled product under their brand.  A Vonage CSP Support Technician responds to, researches and resolves escalated technical issues reported by CSPs primarily via the trouble ticketing system and email. This position requires a highly technical/hands-on individual and excellent communication skills to ensure that our services exceed our CSP customer expectations in every way.

 

Essential Job Functions:

Provide Tier 3 technical support for issues escalated to Vonage by CSP support agents. Extensive troubleshooting. Develop solutions to technical, process and systems problems. Advanced troubleshooting of SIP call flows, audio quality and network problems. Troubleshoot and/or resolve issues involving LAN/WAN, routers, PBX, firewalls and switches.  Liaise with Vonage experts to resolve complex and highly technical inquiries. Effective time management.  Strong prioritization and multitasking skills.  Ability to thrive in a fast-paced environment. Follow up with the CSPs to ensure issues have been resolved to a high level of satisfaction. Document customer issues / requests, status and resolution.

 

Specific Requirements (Technical Knowledge, Software, Etc.):

Minimum of 04+ years of technical support experience preferred  A+, Networking + , MCSA, CCNP or other certifications 03+ years customer-facing experience in a technical role. Strong Networking (Layer 2&3 topology, networking hardware, cabling, WAPs). Understanding of VoIP (QoS, SIP Flow, Coded Negotiations). Working knowledge of LAN and/or WAN technologies (ability to troubleshoot OSI model). Strong customer service skills, including ability to de-escalate quickly.  Superior technical troubleshooting, analytical and problem-solving skills. Advanced experience positioning sensitive and confidential subjects. Ability to work independently, with limited supervision, yet work well within a team. Ability to work quickly and efficiently under deadline pressure. Outstanding follow through and organizational ability. Strong written and verbal communication skills, with extreme attention to detail. Able to interface with multiple engineering teams to gain needed and validate information. Technical expertise and understanding of telephony, networking, cloud technology and unified communications for large scale enterprises. Ability to  efficiently complete tasks with operational excellence and attention to detail

 

Education:

Bachelor Degree in Engineering, Computer Science or related technical field

 

 

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