Partner Support Technician

United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Communications, Telecommunications, SoftwareIndustries

Requirements

Candidates should possess a Bachelor's Degree or equivalent experience, with a minimum of two years of technical support experience preferred. Certifications such as A+, Networking+, MCSA, or CCNP are also preferred. Essential skills include strong customer service, active listening, quick de-escalation, superior technical troubleshooting and analytical abilities, and advanced written and oral communication with attention to detail. The role requires the ability to quickly establish rapport, communicate effectively with customers at various technical levels, manage sensitive subjects, work independently yet collaboratively, and perform efficiently under deadlines.

Responsibilities

The Partner Support Technician will configure client computer networks and assist with technical requirements for partners, sub-agents, and child accounts, building long-term relationships. Responsibilities include answering pre-sales technical questions, managing cases and outreach for the Partner Support Team, assisting VIP clients, retaining customers, and taking ownership of company projects. Key duties involve reviewing and cataloging client networks for VoIP compatibility, ensuring proper phone and feature setup, recommending enhancements, resolving escalated customer problems, balancing inbound calls and emails, handling management-escalated issues, documenting resolutions, advising on network topology, determining issue sources, and coordinating with departments for internal education.

Skills

Technical Support

VoIP

Network Configuration

Customer Service

Problem Solving

Relationship Building

Pre-Sales Support

Escalation Management

Project Management

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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