Technical Support Specialist II

Job Description

• The Technical Support Specialist II is responsible for providing support to Vonage customers' technical issues reported by ticketing system, email, and phone • Apply fundamental network and VoIP troubleshooting to resolve support tickets in an efficient and effective manner • Handle inbound/outbound calls, and adhere to outlined metrics around productivity and resolution

Qualifications

• 3-5 years of 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) • Excellent communication skills, including written and verbal • Strong analytical, problem solving and interpersonal skills • Ability to: • Multitask and work in a fast paced/dynamic environment • Quickly respond to customer inquiries, requests and issues • Communicate technical, process, and business information in language easily understood by diverse audiences • Investigate, troubleshoot, diagnose and resolve technical issues related to the Vonage technology suite • CCNA or equivalent networking coursework a plus

Benefits

• 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