Senior Video Support Specialist

Vonage (Singapore, Singapore) 4 days ago

Vonage Mission

Now a Vonage company, Nexmo is an emerging leader in the $100B+ cloud communications platform (CPaaS) market. Customers like Airbnb, Viber, WhatsApp, Snapchat, and many others depend on our APIs and SDKs to connect with their customers all over the world.

Nexmo, the Vonage API Platform, has built its successful global sales teams on individuals who possess tech savviness, superior customer relationship skills. 

Our sales organization spans across EMEA, APAC and AMER and includes Mid-Market and Key Account Managers , and  Pre-Sales functions. Last year was an exciting year of growth for the team, and we’re continuing our rapid market expansions in 2019 and 2020.

More recently, we have enriched our breadth of communication channels further through Vonage’s addition of world leading Video API s. In line with this expansion, we are building out our solutions group, looking for skilled, customer- focused individuals to join us. .

Why this role matters

As an Video Support Specialist, you will provide first-class technical support to our rapidly growing strategic customer base, who rely on our real-time communication APIs and SDKs, with a main focus on our Tokbox platform. You will also be responsible for driving and managing customer-related projects, initiatives and tasks for our strategic accounts, collaborating heavily with Sales and working closely with the rest of our API organization.

What You Must Have Experience In

  • 5+ years as a Support Engineer in the telecommunications or SaaS sectors.
  • 2+ IP-based real-time multimedia communication technologies and protocols including VoIP, SIP, RTP, WebRTC, Websockets
  • Troubleshooting SBC, PBX, IVR, HTTP & SIP Proxies
  • iOS/Android/web application development

  What You’re Great At

  • Investigating, troubleshooting, diagnosing and resolving technical issues related to IP-based network technologies
  • Communicating effectively (both verbal and written) with our customers and internal stakeholders
  • Problem solving, having a natural curiosity and demonstrating the ability to learn rapidly
  • Acting as a point of escalation and regional voice/video subject matter expert within the APAC Support team.
  • Capturing knowledge, for customers who prefer solving their own issues without having to contact support.

  What You’re Good At

  • Demonstrating diplomacy in your interactions with customers and interfacing departments.
  • Adjusting your approach to an enterprise or digital native audience.
  • Following processes, unless customers are better served by breaking our rules or improving our processes

What's in it for you

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

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.

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