Partner Support Technician

Vonage Customer Care Mission

We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.

Why this role matters

As a member of the Partner Support team, the Partner Support Technician is responsible for working with partners, sub-agents, and child accounts to configure client computer networks and all assist with any technical requirements.  Establishing a relationship, you will work with these partners for the life of their partnership with Vonage. The agent’s ability to form a trusted bond, listen attentively and respond to inquiries will make them the critical touchpoint between Vonage Business and our valued partners.

This position is also responsible for answering various Pre-Sales technical questions and assisting the Partner Support Team with cases and reach outs.  The role also includes helping to work with VIP clients, retaining customers, and taking ownership of various projects the company needs to complete.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…….

What you will do

• Supporting Existing Customers
• Review and catalog the network(s) for clients and confirm they are VoIP equipped
• Ensure phone and feature setups are working properly
• Provide recommendations on future enhancements
• VIP Customer Escalations
• Assist the Retention Team in resolving escalated customer problems 
• Provide high-level support as a contributor to Partner Support
• Ability to balance inbound calls and emails, as well as assisting the Partner Support Team in a scheduled environment
• Handle escalated issues sent to you by management and executive leadership
• Provide customer-focused support using clear and descriptive methods
• Manage and complete projects on time
• Work within multiple scheduling and ticketing programs
• Coordinate with various departments to provide internal education and assistance
• Advise customer on network topology and configuration
• Determine the source of customer issues (hardware, software, user access, other)
• Document resolutions for