About the company
Vonage is a global cloud communications leader. Vonage Communications APIs empower global brands to connect better with their customers, employees, and partners through transformative communications experiences.
Responsibilities
- Investigate, troubleshoot, diagnose and resolve technical issues related to customer API and SDK implementations
- Communicate effectively (both verbal and written) with our customers and internal stakeholders
- Problem solver, have a natural curiosity and demonstrate the ability to learn rapidly
- Contribute to internal and external knowledge bases
- Collaborate with your team to identify bugs and escalate to next-level support
- Communicate well with different audiences (developers, technical and non-technical users)
Requirements
- Bachelor’s degree in computer science or equivalent.
- At least 5 years of experience in technical support, customer success or technical account management role within the Telecommunications or SAAS sectors.
- Experience supporting or implementing video and or voice APIs or SDKs.
- Experience with some of the following technologies: IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, WebSocket.
- Voice technologies: e.g., VoiceXML, CCXML, WebRTC.
- Voice software: e.g. Asterisk, Freeswitch, Kamailio, Voxeo Prophecy.
- Capable of troubleshooting client and server-side code.
- Proficiency utilizing Zendesk’s advanced AI features and virtual agents to streamline ticket routing, automate responses, and improve resolution efficiency.
Conditions
- Medical Insurance
- Group Life Insurance
- Meal Card (Pluxee Tienda Card)
- Volunteer Time (VTO)
- Ericsson Care Line