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    API Tech Support Engineer II - San Francisco, United States - Ericsson

    Ericsson
    Ericsson San Francisco, United States

    2 days ago

    Default job background
    Full time
    Description
    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 this role matters?As a Technical Support Engineer (Generalist) for our API Support group, you will provide first-class support to our rapidly growing customer base. Our Support Engineers possess excellent communication skills, both talking and writing with our customers and internal stakeholders. They also have great judgment and personal organization habits to ensure every customer issue gets the right focus.
    What you will do?
    • Provide customers with lightning-fast response and resolution times, combined with great 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 solve, have a natural curiosity and demonstrate the ability to learn rapidly
    • Capture knowledge, for customers who prefer solving their own issues without having to contact support

    What you must have:
    • Bachelor's Degree in Computer Science or related field
    • Experience troubleshooting APIs and/or SDKs
    • 1-2 years of Technical Support experience in either the telecommunications or technology sectors
    • Strong communication skills
    • Proactive and customer-focused attitude
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