Customer Support Specialist - Remote Position

About the Role

Join Vonage as a Customer Support Specialist - Remote and help us innovate cloud communications for businesses worldwide! In this role, you will focus on ensuring our customers are 100% satisfied and that their issues are resolved quickly and professionally. You will be part of a dynamic team that is committed to delivering exceptional customer service and driving innovation in the cloud communications space.

What You'll Do

• Log, prioritize, and escalate support issues and requests efficiently.
• Develop and maintain strong working relationships with clients to promote a high level of customer service.
• Resolve 1st line support issues and requests via telephone and remote support.
• Analyze network trace information to assist in troubleshooting.
• Manage individual workstreams using Salesforce (CRM).
• Work in a shift model to provide continuous support.

Requirements

• Excellent communication skills, both written and verbal.
• Very good English proficiency, both written and verbal.
• A positive outlook with the ability to be flexible and adaptable.
• Strong interpersonal skills and the ability to engage with users at all levels.
• Able to operate under time-sensitive deadlines.
• Experience in managing multiple channels of activity.
• Good judgment to diagnose the level of customer need.
• A client-centric approach to work.
• Experience within 1st line support (preferably in Telecoms).
• Good working knowledge of Browsers, Microsoft Word, and Excel.

Nice to Have

• Proven experience in troubleshooting and fault finding on networks.

What We Offer

• Attractive salary depending on your skills and experience.
• Opportunity to work with an international team.
• Chance to work for the leading ‘Contact-Centre in the Cloud’ vendor.
• Ongoing career development and a highly competitive compensation package.
• Flexible remote work options.

At Vonage, we believe that there’s no perfect candidate. You don’t need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you’re passionate about what you could achieve at Vonage, we’d love to hear from you. Ready to innovate? Then join us today!