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CSP Support Technician
Vonage
posted 4d ago
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Flexible timing
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Job Description
The Vonage Business Support Team is searching for an energetic and hard-working Technical candidate.
Vonage enables CSPs (Communication Service Providers) to resell VBC as a white labeled product under their brand. A Vonage CSP Support Technician responds to, researches and resolves escalated technical issues reported by CSPs primarily via the trouble ticketing system and email. This position requires a highly technical/hands-on individual and excellent communication skills to ensure that our services exceed our CSP customer expectations in every way.
Essential Job Functions:
- Provide Tier 3 technical support for issues escalated to Vonage by CSP support agents.
- Extensive troubleshooting. Develop solutions to technical, process and systems problems.
- Advanced troubleshooting of SIP call flows, audio quality and network problems.
- Troubleshoot and/or resolve issues involving LAN/WAN, routers, PBX, firewalls and switches.
- Liaise with Vonage experts to resolve complex and highly technical inquiries.
- Effective time management. Strong prioritization and multitasking skills. Ability to thrive in a fast-paced environment.
- Follow up with the CSPs to ensure issues have been resolved to a high level of satisfaction.
- Document customer issues / requests, status and resolution.
Specific Requirements (Technical Knowledge, Software, Etc.):
- Minimum of 04+ years of technical support experience preferred
- A+, Networking + , MCSA, CCNP or other certifications
- 03+ years 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).
- Working knowledge of LAN and/or WAN technologies (ability to troubleshoot OSI model).
- Strong customer service skills, including ability to de-escalate quickly.
- Superior technical troubleshooting, analytical and problem-solving skills.
- 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.
- Strong written and verbal communication skills, with extreme attention to detail.
- Able to interface with multiple engineering teams to gain needed and validate information.
- Technical expertise and understanding of telephony, networking, cloud technology and unified communications for large scale enterprises.
- Ability to efficiently complete tasks with operational excellence and attention to detail
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Vonage Benefits
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