Supervisor, Technical Support Engineering

 

 

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

Vonage Product & Technical Support Engineering works with field engineers, technicians and product support personnel who diagnose, troubleshoot, repair and debug complex systems and equipment. We are part of the team ensuring that Vonage customers get the functionality and reliability they expect and demand. The Supervisor, Product & Technical Support Engineering, provides guidance and direction to a team of Technical Support Engineers.

 

 

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

What you will do

·   Supervise and provide day-to-day direction for a team of Technical Support Engineers.

·   Set team performance objectives and ensure effective team–client engagement.

·   Perform ticket load forecasting and staffing projections to ensure achievement of departmental and team objectives.

·   Track ticket flow to ensure issues are addressed in an effective and timely manner.

·   Monitor team performance and provide advice and counseling to help team members address performance issues and improve.

·   Work with engineering and technical teams to coordinate efforts evaluating and addressing systemic issues.

·   Represent team in issues revolving around customer dissatisfaction and escalation.

·   Actively review and update departmental processes and contribute to continuous improvement iniatiives.

 

What you will bring

·   In-depth knowledge of LAN/WAN communications and network hardware, including Adtran and Cisco routers, Ethernet switches, DSLAMs and Multiplexers.

·   Understanding of VoIP protocols, SIP signaling, network QOS, IP routing, etc.

·   Experience with hosted and cloud-based applications and services.

·   Excellent communication skills, including writing, speaking and listening.

·   Strong analytical, problem solving and interpersonal skills.

·   Ability to:

o Multitask, work under pressure and meet tight deadlines.

o Quickly respond to customer inquiries, requests and issues.

o Communicate technical, process and business information in language easily understood by diverse audiences.

o Investigate, troubleshoot, diagnose and resolve technical issues related to voice protocols.

What is required for application

Required

·   Bachelor’s degree in Computer Science or related field.

·   5+ years of telecommunications industry experience.

Preferred

Prior leadership experience, formally or informally.

What is in it for you

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

 

 

Potential Next Career Move: Manager, Product & Technical Support Engineering

 

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. An individual must demonstrate successful performance in their current position before being considered for promotion. In addition, in order to promote into a higher-level position, a business need for the promotion must exist and the candidate must be considered the most qualified person for the new position.

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