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Technical Support Engineer (APAC Generalist)
Vonage
Job Location
Job Summary
We are seeking a Technical Support Engineer (APAC Generalist) for our API Support group. As a Level 1 Technical Support Engineer, you will deliver first-class support to our rapidly growing customer base, providing lightning-fast response and resolution times, excellent communication, and effective triage of support requests. You will collaborate with cross-functional teams, problem-solve, and capture knowledge for customers who prefer solving their issues without having to contact support. Our ideal candidate has a Bachelor's Degree in Computer Science, at least 1-2 years of Technical Support experience, and strong communication skills. We offer flexible remote work options and a competitive compensation package.
Fixed shift timing: 06:30 to 14:30 IST
Vonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true advocates of our company!
Why does this role matter?
As a Level 1 Technical Support Engineer for our API Support group, you will deliver first-class support to our rapidly growing customer base. Our Support Engineers demonstrate excellent communication skills, sound judgment, and strong organizational habits to ensure that every customer issue receives the appropriate attention.
What will you do?
- Provide customers with lightning-fast response and resolution times and excellent communication, so they are delighted with the Vonage service.
- Triage support requests by email, phone and chat.
- Communicate effectively (both verbal and written) with our customers and internal stakeholders.
- Collaborate with cross-functional teams to accelerate ticket resolution
- Problem-solver, have a natural curiosity and learn rapidly
- Capture knowledge for customers who prefer solving their issues without having to contact support
What you must have
- Bachelor's Degree in Computer Science
- At least 1-2 years of Technical Support experience in the telecommunications or technology sectors.
What you’ll bring
- Excellent situational awareness skills in customer and task prioritisation
- Strong communication skills, both verbal and written
- Proactive and customer-focused attitude
- The ability to learn processes and product fundamentals rapidly
Any of the following is a plus
- Level 1 or 2 Technical Support experience
- Experience working with APIs and/or SDKs
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