Customer Support Specialist
Join Vonage and help us innovate cloud communications for businesses worldwide!
About Us
Vonage's award-winning inside sales and contact centre technology revolutionizes the way organizations connect with their customers worldwide, enabling them to deliver a personalized and unique customer service experience and drive a more effective sales and marketing team. We are a leading Salesforce ISV partner with customers spanning six continents, Vonage is relentlessly committed to driving innovation and continuing its rapid international expansion while helping its customer base drive transformation in their businesses. We are looking for ambitious, passionate, innovative people to join our fast-growing team and help us achieve our goals. We offer an exciting career path, excellent and ongoing career development and a highly competitive compensation package – including a range of benefits.
Role Overview & Responsibilities
We are looking for a talented Customer Support Specialist to help us deliver an outstanding customer experience. Your primary role will be to focus on ensuring our customers are 100% happy and that their issues and faults are resolved quickly and professionally. We want an individual that is going to come in and make a difference from day one and help us achieve our goal of building the best support team possible.
- Logging, prioritisation and escalation of support issues and requests
- Develop and maintain good working relationships with clients to promote a high level of customer service
- Resolution of 1st line support issues and requests via telephone and remote support
- Analysis of Network trace information
- Manage individual workstreams using Salesforce (CRM)
- Shift model of work
Essential Skills/Experience:
- Excellent communications skills, written and verbal
- Very good English, written and verbal
- A positive outlook with the ability to be flexible and adaptable
- Good interpersonal skills and the ability to deal with users at all levels
- Able to operate to time-sensitive deadlines
- Management of multiple channels of activity
- Able to apply good judgement to diagnose the level of customer need
- A positive, confident and client-centric approach to work
- Experience within 1st line support (preferable 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
- Working with an international team in our new office in Wrocław or remotely
- Chance to work for the leading ‘Contact-Centre in the Cloud’ vendor.
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.
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Who we are:
Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
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.