Customer Support Specialist at Vonage

Wrocław, Lower Silesian Voivodeship, Poland

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, Cloud CommunicationsIndustries

Requirements

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
Proven experience in troubleshooting and fault finding on networks (plus)

Responsibilities

Logging, prioritization 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

Skills

Key technologies and capabilities for this role

SalesforceCustomer Support1st Line SupportNetwork TroubleshootingTelecomsMicrosoft ExcelMicrosoft WordBrowsers

Questions & Answers

Common questions about this position

What is the compensation for this Customer Support Specialist role?

Vonage offers an attractive salary depending on your skills and experience.

Is this position remote or office-based, and where?

You can work in the new office in Wrocław or remotely within Poland, in a young, international team.

What key skills are required for this role?

Required skills include excellent written and verbal communication in English, good interpersonal skills, ability to manage time-sensitive deadlines and multiple channels, and good working knowledge of browsers, Microsoft Word, and Excel. Experience in 1st line support, preferably in Telecoms, is preferable.

What is the team environment like at Vonage?

You'll work in a young, international team focused on building the best support team possible.

What makes a strong candidate for this position even without full experience?

Candidates with the right mindset and personality located in Wroclaw will be considered without previous support experience, and you don't need all preferred qualifications to make a valuable impact.

Vonage

Cloud-based communication services for businesses

About Vonage

Vonage provides cloud-based communication services to businesses of all sizes, from small startups to large enterprises. Its main offering is the Communications Platform as a Service (CPaaS), which allows companies to integrate voice, messaging, video, and data capabilities directly into their applications and processes. This integration helps businesses enhance customer engagement and streamline internal communications. Additionally, Vonage offers Unified Communications as a Service (UCaaS), which combines various communication tools into one platform, and Contact Center as a Service (CCaaS), which focuses on advanced customer service solutions. Unlike many competitors, Vonage operates on a subscription-based model, supplemented by usage-based fees, ensuring a steady income while allowing flexibility for clients. The goal of Vonage is to modernize communication infrastructure for businesses across various industries, improving their operational efficiency and customer service.

Holmdel Township, New JerseyHeadquarters

2001Year Founded

$361.9MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Hybrid Work Options

Risks

Leadership changes may disrupt strategic continuity at Vonage.

Regulatory pressures in India could challenge the Airtel partnership.

Adoption hurdles may slow the transition from SMS to Rich Communications Services.

Differentiation

Vonage offers a flexible portfolio of cloud-based communication applications and APIs.

The company provides CPaaS, UCaaS, and CCaaS solutions for diverse business needs.

Vonage's subscription and usage-based revenue model ensures financial stability and growth.

Upsides

Increased demand for integrated communication solutions boosts CPaaS and UCaaS markets.

Partnership with Airtel Business opens opportunities in the growing Indian market.

Collaboration with SAP enhances Vonage's competitive edge in AI-driven solutions.

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