Managed Services Support Analyst providing IT support to customers globally. Troubleshooting technical issues and ensuring high customer satisfaction through effective communication.
About the role
- Technical Support Agent diagnosing and troubleshooting end user system access and device issues in a call center environment. Working with customers to resolve technical issues and ensuring customer satisfaction.
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
Requirements
- 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
- 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
Benefits
- unlimited discretionary time off
- tuition reimbursement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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