Support Engineer

• 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

Frontline Technical Support Agent

Technical Support Engineer

Technical Support Engineer – 6pm - 2am

Senior Cloud Support Engineer

Technical Support Manager

IT Support Engineer, 2nd Line