We embody the notion of be what’s next now! We envision, develop and manage technology to connect the world. Our team brings excellence, passion, creativity and curiosity to the job. We look at the business environment and technologies in new and challenging ways, striving to develop and deliver integrated whole-system solutions to meet our customers’ ever-changing needs.

THE ROLE

Provide second level support to 1st line support team on hosted PBX, portals, associated handsets, routers and broadband. Troubleshoot customer technical problems. Escalate issues that can’t be resolved by 1st or 2nd line to appropriate platform development team.

Responsibilities:

  • Provide support to 1st line support team by responding to Escalated calls, emails and cases.
  • Diagnose and resolve issues and problems with customer’s hosted PBX system that have been escalated by 1st line support including faults with configuration, handsets, broadband, routers, call quality, call routing etc. Feedback to 1st line support team. Log all changes made.
  • Act as a consultant to educate customers on how to get the most out of their online portal and system features. Suggest configuration changes to solve complex business requirements.
  • Log all actions into appropriate helpdesk system.
  • Escalate hosted PBX issues that can’t be solved by second level support to supplier or Vonage network as appropriate, track resolution of issues to ensure customer service is maintained.
  • Escalate call routing and call quality issues to appropriate support team.
  • Create knowledge base articles for new issues and solutions discovered. - Make suggestions for articles to be added to Knowledge Base
  • Coach 1st line support team so as to improve effectiveness of 1st line and reduce the quantity of escalation to 2nd line support.

THE PERSON

  • Excellent communications skills, 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 & manage their expectations
  • Fluent English speaker

Desired Experience

Must have:

  • TCP/IP computer networking 
  • Broadband / DSL / WAN / LAN Knowledge 
  • Experience in a role supporting external business customer
  • Familiarity with SIP protocol 
  • Experience of configuring routers 

Nice to have:

  • Product experience in Telephony Cloud technologies
  • PBX/IP PBX experience
  • Broadsoft Broadworks knowledge
  • Salesforce experience 

 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 sport card, private healthcare, volunteering days and tuition reimbursement. 

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