Customer Service Technical Support

Jean Piard

Technical Support III(Tier*)/Network Support - Vonage America

** **** ****** - *********, ** 07111

****.*******@*****.*** - 1-201-***-****

Seeking a position applying technical training, strong customer service skills, and leadership qualities to

enhance the growth of an organization.

WORK EXPERIENCE

Technical Support III(Tier3)/Network Support

Vonage America - Holmdel, NJ - 2012 to Present

Job Summary:

The Technical Support Agent III addresses all Technical Support customer inquiries by understanding the

customer's needs and offering appropriate solutions. The Agent provides hands on support of technical support

initiatives, such as complex network troubleshooting, at risk customer handling and telecommunications

troubleshooting within Customer Care's hours of operation, which range from 9 am to 10 pm.

Essential Job Functions:

-Answer incoming calls and troubleshoot customer facing technical issues over the phone.

-Diagnose audio, installation and technical related issues regarding the VoIP service.

-Test configuration and debug/troubleshoot devices and applications on the Vonage Network.

-Assist customers with installation of VoIP phone on their SOHO or personal broadband network.

-Handle priority routing of customers as deemed by business need.

-Aide in continual process improvement through handling of priority calls.

-Handle priority routing of Retention technical saves of at risk customers that have cancel intent.

-Identify systemic issues involving features, devices and network and surface to management with valid

qualifying information.

-Interact with higher level technical groups/engineers via tracking system.

-Tactfully handle confrontational or stressful interactions with the customers.

-Participate in training to maintain a high level of product knowledge.

-Maintain standards of customer service productivity.

-Provide guidance and support to Technical Support Agent I&II.

Specific Requirements(Technical Knowledge, software, Etc)

Strong Networking knowledge, including:

-LAN topology

-IP routing

-TCP/IP

-Firewalls

-Networking Addressing

-Small office/ Home office networking

-Session Initiation Protocol signaling

-Ability to identify feature interactions

-Ability to identify call failure scenarios

-Strong Windows XP & 2000, Vista & 7 understanding Network Hardware understanding,

including: Routers, switches, hubs, .. Ethernet and USB connections, .. Internet Technology (DSL/Cable).

-2 year call center/customer service experience

-Able to multi-task and adapt rapidly to constant change in processes and technology

Advanced Technical Support

Vonage Network - Holmdel, NJ - 2008 to 2011

Advanced Operation/Network Support

Job Summary:

The Advanced Operations Technician I supports Vonage customers' technical issues via phone,

email and trouble ticketing systems.

Essential Job Functions:

- Determine systemic and device related issues.

- Ensure first call resolution and issue resolution for each escalated issue.

- Respond swiftly to customer facing issues, holding each at the same priority.

- Work closely with Advanced Operations Engineers to identify systemic issues.

- Work with external carrier groups for trouble ticket resolution.

- Advanced knowledge of call center applications such as Blue Pumpkin, Aspect, CCA, Interact,

RT, Hyperquality etc.

- Ability to troubleshoot DSL connectivity and utilize tools to diagnose issues.

- Able to support Windows & Mac Operating Systems.

- Understanding of key technologies: SIP, RTP, TCP/IP. BGP and SS7.

- Demonstrate ability to analyze issues and determine best course of action to correctly resolve.

- Experience with home to small business networks including, switch, hub, PC, and 3rd party

hardware configuration. Experience with Enterprise networks.

- Proven ability to function in an organization that continually develops process and procedures, and accepted

thinking to improve performance.

Tier II Technical Support VoIP Technician/Helpdesk

Vonage - Holmdel, NJ - 2007 to 2008

Job Summary:

The Technical Support Agent II addresses all Technical Support customer inquiries by understanding the

customer's needs and offering appropriate solutions.The Agent provides hands on support of technical support

initiatives, such as network troubleshooting and telecommunications troubleshooting within Customer Care's

hours of operation, which range from 8 am to midnight.

Essential Job Functions:

- Answer incoming calls and troubleshoot customer facing technical issues

- Assist customers with installation of VoIP phone on their so/ho or personal broadband network

- Troubleshoot faxing over VoIP/SIP, no dial tone of Vonage VoIP adapter

- Troubleshoot audio issues related to network latency or packet loss

- Troubleshoot all windows platforms and hardware/software issues

- Perform customer callbacks as needed

- Interact with higher level technical groups/engineers via ticketing system

- Meet standardized goal and objectives as established by the management team

- Navigate numerous interfaces while maintaining a high level of phone etiquette in an attempt to discover the

root cause of the problem

Supervisor/Head Cashier

Home Depot Inc - Hackensack, NJ - 2005 to 2007

Managed daily operations of department

- Provided a high level customer service

- Processed special catalog orders

- Insured timely delivery of customer merchandise

EDUCATION

Certificate

Lincoln Technical Institute - Paramus, NJ

December 2007

ADDITIONAL INFORMATION

Technical skills:

Operating Systems: Windows NT 4.0, Windows 95/98, Windows 2000/XP

Professional / Server

Hardware: Desktop Units, RAM, Motherboards, Hubs, Bridges and Routers

Services: DNS, DHCP, RIS, WINS/ Active Directory, TCP/IP, IPSEC, RRAS

Hands-On Training:

Assembly/Disassembly of PC computer systems

Installation of Computer Hardware and Peripherals

Installation of Operating System such as Windows 98/NT/Windows 2000/XP Pro and Sever

Network cabling and administration

Installation, Configuration & Administration of Microsoft Windows 2000/XP Professional

Installation, Configuration & Administration of Microsoft Windows 2000/2003 Server

Management of a Microsoft Windows 2000/XP Network

Troubleshooting all Windows Platforms and hardware /software issues

Contact this candidate