Partner Support Technician at Vonage

Vonage Customer Care Mission

We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.

Why this role matters

As a member of the Partner Support team, the Partner Support Technician is responsible for working with partners, sub-agents, and child accounts to configure client computer networks and all assist with any technical requirements.  Establishing a relationship, you will work with these partners for the life of their partnership with Vonage. The agent’s ability to form a trusted bond, listen attentively and respond to inquiries will make them the critical touchpoint between Vonage Business and our valued partners.

This position is also responsible for answering various Pre-Sales technical questions and assisting the Partner Support Team with cases and reach outs.  The role also includes helping to work with VIP clients, retaining customers, and taking ownership of various projects the company needs to complete.

This role will work 11am - 8pm EST, Monday - Friday. 

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…….

What you will do

• Supporting Existing Customers
• Review and catalog the network(s) for clients and confirm they are VoIP equipped
• Ensure phone and feature setups are working properly
• Provide recommendations on future enhancements
• VIP Customer Escalations
• Assist the Retention Team in resolving escalated customer problems 
• Provide high-level support as a contributor to Partner Support
• Ability to balance inbound calls and emails, as well as assisting the Partner Support Team in a scheduled environment
• Handle escalated issues sent to you by management and executive leadership
• Provide customer-focused support using clear and descriptive methods
• Manage and complete projects on time
• Work within multiple scheduling and ticketing programs
• Coordinate with various departments to provide internal education and assistance
• Advise customer on network topology and configuration
• Determine the source of customer issues (hardware, software, user access, other)
• Document resolutions for future reference

What you will bring

• Strong Customer service skills, including being an active listener with the ability to de-escalate quickly 
• Superior technical troubleshooting and analytical skills
• Advanced written and oral communication skills, with extreme attention to detail 
• Ability to quickly establish and maintain excellent rapport with customers 
• Proven communication skills required to create, maintain and enhance customer relationships and experiences
• Outstanding technical competence (Software, Hardware, Networks)
• Ability to multi-task and learn quickly in a challenging environment
• Advanced judgment, negotiation, and problem-solving skills
• Exceptional ability to adjust to the technical level of the customer when communicating technical information
• 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

What is required for application

• Two years of technical support experience preferred 
• A+, Networking + , MCSA, CCNP or other certifications preferred

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

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