Technical Support Engineer - APAC
Vonage Customer Care Mission
As trusted advisors, we help our customers achieve maximum value from our products by anticipating and resolving their technical challenges in a timely, expert and courteous manner.
Why this job Matters
Our knowledgeable and empathetic service is a key reason why customers choose Vonage.
What you will do
- The Technical Support Engineer is responsible for providing support to Vonage customers’ technical issues reported by email, chat and phone
- Providing customers with lightning-fast response and resolution times, combined with great communication
- Getting stuff done for the customer, doing whatever it takes to ensure their success
- Capturing knowledge, for customers who prefer solving their own issues without having to contact support
What you'll bring
- Excellent communication skills, including written and verbal
- Strong analytical, problem solving and interpersonal skills
- Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way
- Ability to:
- Multitask and work in a fast paced/dynamic environment
- Quickly respond to customer inquiries, requests and issues
- Communicate technical, process, and business information in language easily understood by diverse audiences
- Investigate, troubleshoot, diagnose and resolve technical issues related to the Vonage technology suite
The ideal candidate should have this background:
- At least 1-3 years of customer-facing experience in a technical role
- 3-4 years of experience in SMS and Messaging
- Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
- Qualification in Computer Science or a related discipline, or relevant experience related to this position
