Job Description

Technical Support Engineer - APAC

Vonage Customer Care Mission

As trusted advisors, we help our customers achieve maximum value from our products by anticipating and resolving their technical challenges in a timely, expert and courteous manner.

Why this job Matters

Our knowledgeable and empathetic service is a key reason why customers choose Vonage.

What you will do

• The Technical Support Engineer is responsible for providing support to Vonage customers\' technical issues reported by email, chat and phone
• Providing customers with lightning-fast response and resolution times, combined with great communication
• Getting stuff done for the customer, doing whatever it takes to ensure their success
• Capturing knowledge, for customers who prefer solving their own issues without having to contact support

• Excellent communication skills, including written and verbal
• Strong analytical, problem solving and interpersonal skills
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way
• Ability to:

• Multitask and work in a fast paced/dynamic environment
• Quickly respond to customer inquiries, requests and issues
• Communicate technical, process, and business information in language easily understood by diverse audiences
• Investigate, troubleshoot, diagnose and resolve technical issues related to the Vonage technology suite

• At least 1-3 years of customer-facing experience in a technical role
• 3-4 years of experience in SMS and Messaging
• Strong knowledge of RESTful API\'s with the ability to understand and troubleshoot issues with cloud solutions
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
• Qualification in Computer Science or a related discipline, or relevant experience related to this position

Vonage