Customer Support Specialist

Vonage; Wrocław; Hybrid; PLN 120,000 - 180,000; Full time

Job summary

A global cloud communications leader is seeking a Customer Support Specialist in Wrocław. This role involves ensuring customer satisfaction by addressing issues promptly and professionally. Candidates should possess strong communication skills and a client-centric approach. Experience in 1st line support, especially in telecoms, is preferred. The position offers a competitive salary and a dynamic, international team environment with hybrid work options.

Benefits

Attractive salary depending on skills and experience

Work in a young, international team

Chance to work for a leading vendor in Cloud solutions

Qualifications

• Strong ability to prioritize and escalate support issues.
• Flexibility and adaptability in various situations.
• Ability to manage multiple tasks under time-sensitive deadlines.

Responsibilities

• Log, prioritize, and escalate support issues.
• Develop relationships with clients for high-level service.
• Resolve 1st line support issues via telephone and remote support.

Skills

Excellent communications skills

Very good English, written and verbal

Good interpersonal skills

Experience within 1st line support

Proven experience in troubleshooting

Tools

Salesforce

Job description

Join Vonage and help us innovate cloud communications for businesses worldwide!

Your key responsibilities:

We are looking for a talented Customer Support Specialistto help us deliver an outstanding customer experience. Your primary role will be to focus on ensuring our customers are 100% happy and that their issues and faults are resolved quickly and professionally. We want an individual that is going to come in and make a difference from day one and help us achieve our goal of building the best support team possible.

• Logging, prioritization and escalation of support issues and requests
• Develop and maintain good working relationships with clients to promote a high level of customer service
• Resolution of 1st line support issues and requests via telephone and remote support
• Analysis of Network trace information
• Manage individual workstreams using Salesforce (CRM)
• Shift model of work

What you'll bring:

• Excellent communications skills, written and verbal
• Very good English, written and verbal
• A positive outlook with the ability to be flexible and adaptable
• Good interpersonal skills and the ability to deal with users at all levels
• Able to operate to time-sensitive deadlines
• Management of multiple channels of activity
• Able to apply good judgement to diagnose the level of customer need
• A positive, confident and client-centric approach to work
• Experience within 1st line support (preferable Telecoms)
• Proven experience in troubleshooting and fault finding on networks
• If we have talents located in Wroclaw with the right mindset and personality, will be considered without previous support experience

How you’ll benefit:

• Attractive salary depending on your skills and experience
• Work in a young, international team in our new office in Wrocław or remotely (Poland)
• Chance to work for the leading ‘Contact-Centre in the Cloud’ vendor

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

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Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.