Technical Support Agent - (US-NJ-Holmdel - 07777)

Minimum Education: None
Jobcode: C:144355
Email this job to yourself or to a friend | Job Match Test | Resume Guide

Ideal Technical Support Agent candidates enjoy interacting with customers, and are self-starters, who can focus, manage their time well & have an eye for detail. Candidates must be: (1) able to understand our customer's needs & offer appropriate solutions; (2) able to provide hands-on support of technical support initiatives, such as network troubleshooting, telecommunications troubleshooting, (3) analytical skills and (4) available to work any schedule within our hours of operation which range from 8am-Midnight.

Essential Job Functions

Answer incoming calls and troubleshoot customer facing technical issues over the phone

Diagnose audio, installation and technical related issues regarding the VoIP service.

Test configuration and debug/troubleshoot devices and applications on the Vonage Network.

Assist customers with installation of VoIP phone on their SOHO or personal broadband network.

Perform customer call backs as needed.

Interact with higher level technical groups/engineer via tracking system.

Meet standardized goals and objectives as established through the management team.

Tactfully handle confrontational or stressful interactions with the customers.

Participate in training to maintain a high level of product knowledge.

Document and track customer's problems, requests, actions and troubleshooting performed through provided customer care tools.

Maintain standards of customer service productivity.

Provide value added services to optimize the customers Vonage experience.

Other project goals as per company expectations.

Specific Requirements (Technical Knowledge, Software, Etc.)

? Strong Networking knowledge, including:
o LAN topology
o IP routing
o TCP/IP
o Firewalls
o Networking Addressing
o Small office/ Home office networking
? Strong Windows XP & 2000 understanding (Vista is a plus)
? Network Hardware understanding, including:
o Routers, switches, hubs
o Ethernet and USB connections
o Internet Technology (DSL/Cable)

Ability to assist customer while sitting at a single workstation for an extended period of time.

Ability to provide telephone technical support to non-technical users.

Previous training, education or experience related to PC home networking technology.

1 year call center/customer service experience.

Ability to work independently and in a strong team environment.

Excellent troubleshooting, problem solving and analytical skills.

Excellent communication (written and verbal), interpersonal and influencing skills.

Ability to multi-task, adapt rapidly to constant change in processes and technology.

24/7/365 flexibility is required.

Fluency in English required.

Desired Skills: (would like to have but not required)

Experience in a Help Desk environment supporting a large number of users
A+, MCSE, CAN or CNE certifications are an asset
Session Initiation Protocol knowledge is a plus
Macintosh knowledge is a plus

Education

College Degree or Technical Certifications Preferred