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Hybrid Frontline Technical Support Agent

at Vonage
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Posted 2 months ago

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About the role

  • 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
  • Provide Customer Care support to a broad range of clients and/or multiple product areas
  • 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 and internal knowledge base (IKB) processes; 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; 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

Benefits

  • Exciting work and career growth opportunities
  • Collaborative hybrid work environment
  • Competitive pay and benefits
  • Unlimited discretionary time off
  • Tuition reimbursement
  • Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process

Job title

Frontline Technical Support Agent

Job type

Full Time

Experience level

Junior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

TCP/IPVoIP

Location requirements

HybridWroclawPoland

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