Field Service Technician Level II
K Group Companies
TCP/IPVoIP
Job Level
Junior
Tech Stack
TCP/IPVoIP
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