Technical Support Specialist II

Job Description

• Answer incoming calls and address issues ranging from phone setup to in-depth network analysis • Diagnose and troubleshoot audio, installation, and registration issues. Address billing, porting, and other non-technical inquiries. • Assist new customers with account setup and onboarding. • Assist customers with installation of VoIP phone/application on their SOHO network, business network and/or mobile smartphone. • Troubleshoot VoIP phones including but not limited to Cisco, Polycom, Yealink, Panasonic, Grandstream. • Troubleshoot different levels of network firewalls and routers, from home to enterprise level. (i.e. Linksys, Netgear, SonicWall, Juniper, etc.) • Answer questions related to Billing, Features, Number Porting, etc. • Answer customer questions via phone and email on all company supported applications and hardware. • Perform customer call backs as needed • Interact with higher level technical groups/engineers via tracking system (i.e. Salesforce, Jira, etc.) • Meet standardized goals and objectives as established through the management team • Tactfully handle confrontational or stressful interactions with the customers • Participate in training to maintain a high level of product knowledge • Document and track customer’s problems, requests, actions, and troubleshooting performed through provided customer care tools • Maintain standards of customer service productivity • Provide value-added services to optimize the customer's Vonage experience • Other project goals as per company expectations

Qualifications

• Strong Networking knowledge, including: • LAN topology • IP routing • TCP/IP • Firewalls • Networking Addressing • Network Hardware understanding, including: • Routers, switches, hubs • Ethernet and USB connections • Internet Technology • SIP (Session Initiation Protocol) knowledge • Able to provide telephone technical support to non-technical users • Able to identify systemic issues • Previous training, education or experience related to PC home networking technology • 2 year call center/customer service experience • Able to work independently and in a strong team environment • Excellent troubleshooting, problem solving, and analytical skills • Excellent communication (written and verbal), interpersonal and influencing skills • Able to multi-task and adapt rapidly to constant change in processes and technology • Ability to handle stressful situations and deadline pressures

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service