Customer Support Agent IV

Vonage is a publicly held provider of broadband VoIP services. Their technology enables anyone to make and receive phone calls with a touch tone telephone almost anywhere a broadband Internet connection is available.

Vonage is seeking a VoIP and network service support technician. The ideal candidate will possess strong communication skills, analysis skills, and desire to learn. Will be able to work in a fast paced environment and enjoy being part of a team. In addition to trouble shooting, duties may also include performing add/change/delete requests, provisioning IP phones, and configuring routers and switches.

• Provide assistance to our customers (via inbound call queue and support ticketing system).
• Perform add/change/delete requests in state of the art Hosted VoIP PBX platforms, Broadsoft and Cisco Call Manager.
• Provision IP phones (CISCO, Polycom, Linksys and others).
• Provision Cisco and Adtran routers and switches for new customer installations.

• A positive customer service attitude.
• Detail oriented.
• Possess a good understanding of both telecommunication hardware elements, as well as software and platform components.
• Experience in working with fast-paced evolving companies and being able to adapt quickly to new opportunities.
• Working knowledge of LAN and WAN technologies is preferred.
• Detailed understanding of the OSI model as well as understanding the basics of IP networking
• Relevant IT certifications (MCP, A+, CCNA, etc.) or have previous IT Support experience.
• Associate or Bachelor of Science degree in a Technical Field preferred.