Advanced Operations Technician

The Customer Service Agent supports Vonage customers’ technical issues reported via the trouble ticketing system and email. The Customer Service Agent is also responsible for taking on ownership with both external and internal parties to define and resolve systemic issues, product enhancements and workarounds.

Essential Job Functions:

• Determine systemic and device related issues
• Ensure first call resolution for each escalated issue
• Respond swiftly to customer facing issues; holding each at the same priority
• Maintain a standard Ticket Completion Ratio of 80%
• Maintain Daily Ticket Handling quota of 25 tickets worked
• Handle customer calling issues with a variety of complex technical issues dealing with various platforms, operating systems, applications, Inbound/Outbound Calling, Caller ID, Calling Features, LNP transfer and Order Fulfillment (at the database level)
• Investigate and resolve CCA/Web Account and order subscription errors
• Perform thorough investigation of billing disputes related to Call Duration, International Calling, recurring monthly service charges, etc.
• Quality Assurance scores should consistently meet and exceed 85%
• Perform analysis, notification and trending of ticket escalation dispositions
• Work closely with Internal Vonage Groups (Operations Engineers, Application Engineering, Carrier Relations, Device Development and Certification, NOC, OSS and Product Development) to coordinate efforts in identifying systemic issues, product enhancements and workarounds
• Work with external carrier groups for trouble ticket resolution
• Handle internal issues related to office phone equipment

Specific Requirements, Skills & Education:

• Working knowledge of key technologies: SIP, RTP, TCP/IP, BGP and SS7 are required
• Understanding of basic Linux/Unix Commands, SQL scripting required
• Basic Shell, Perl, or PHP scripting is a plus
• Basic understanding of programming language (html, java, C++ ) are a plus
• Demonstrated ability to analyze issue and determine best course of action to correctly resolve customer and system related issues
• Experience with home to small business networks including but not limited to router, switch, hub, PC, and 3rd party hardware configuration is required. Experience with Enterprise networks is a plus
• Advanced knowledge of call center applications such as CCA, Interact, RT, etc.
• Must have a high level of technical knowledge and the ability to handle large scale issues
• Highly developed and effective verbal and written communication skills
• Proven ability to function in an organization that continually develops process and procedures, and accepted thinking to improve performance
• This individual must have a strong strategic thinking capacity, effective communication skills and a proven track record of building and maintaining multiple effective partnerships
• Bachelor’s Degree in Computer Science or Engineering or equivalent work experience is a plus