Job Overview
Location
Wrocław, Poland (Remote)
Job Type
Full-time
Category
Customer Support
Date Posted
March 24, 2026
Full Job Description
đź“‹ Description
- • As a Frontline Technical Support Agent at Vonage Holdings Corp., you will play a critical role in ensuring seamless cloud communications experiences for global businesses by diagnosing and resolving technical issues in a fast-paced, high-volume call center environment. Your work directly impacts customer satisfaction and service reliability for clients using Vonage’s unified communications, contact center solutions, and APIs—trusted by industry leaders like Airbnb, WhatsApp, and Snapchat.
- • You will serve as the first point of technical contact for customers, responsible for gathering detailed issue information, troubleshooting VoIP and network-related problems, documenting resolutions accurately, and escalating complex service impairments when necessary—all while adhering to Vonage’s service level objectives (SLOs) and internal knowledge base processes to minimize repeat contacts and drive operational efficiency.
- • Day-to-day responsibilities include: communicating clearly and professionally with customers via phone and email; meeting performance metrics such as call handling time and customer satisfaction scores; accurately logging troubleshooting steps, resolutions, and follow-ups in the case management system; processing Move/Add/Change/Delete (MACD) requests and other billable service modifications efficiently; configuring customer call flows as requested and ensuring proper documentation; escalating large-scale service disruptions to leadership based on customer impact; and consistently following Vonage’s call center procedures while handling diverse technical issues across multiple platforms and services.
- • You will be part of a dedicated technical support team within Vonage’s global Customer Care organization, collaborating with peers and subject matter experts to maintain high standards of service delivery. The team operates in a dynamic, mission-driven culture focused on innovation, reliability, and customer success—supporting businesses worldwide as they scale their communications infrastructure through Vonage’s cloud-based platforms.
- • In this role, you will develop deep expertise in VoIP technologies, SIP protocols, TCP/IP networking, and SaaS-based telecommunications systems while sharpening your problem-solving, communication, and multitasking abilities. You’ll gain hands-on experience with enterprise-grade telecom systems, incident management workflows, and cross-functional collaboration—building a strong foundation for advancement into senior technical support, network operations, or specialized roles within Vonage’s growing cloud communications portfolio.
🎯 Requirements
- • 1–3 years of experience troubleshooting within an IP environment, including VoIP, with basic knowledge of SIP, TCP/IP, LAN/WAN, and related multimedia technologies and network troubleshooting.
- • Prior experience (1+ years) in progressive technical support roles, preferably within telecommunications service providers or SaaS industry sectors.
- • Strong analytical, organizational, and problem-solving skills, coupled with excellent verbal and written communication abilities to explain technical concepts clearly to diverse audiences.
- • Proven ability to work both independently and collaboratively in a team environment, with demonstrated capacity to multitask, adapt to changing priorities, and meet tight deadlines in a dynamic setting.
- • Quick learner with the aptitude to investigate, diagnose, and resolve technical issues efficiently, supported by a proactive and customer-focused mindset.
🏖️ Benefits
- • Competitive pay and comprehensive benefits package tailored to support employee well-being and financial security.
- • Unlimited discretionary time off, enabling flexibility and work-life balance in a trusting, results-oriented culture.
- • Tuition reimbursement program to support ongoing education and professional development.
- • Collaborative hybrid work environment based in Wrocław, Poland, offering the flexibility of remote work with opportunities for in-person team engagement.
- • Career growth opportunities within a global leader in cloud communications, with exposure to cutting-edge technologies used by major brands worldwide.
Skills & Technologies
Remote
About Vonage Holdings Corp.
Vonage Holdings Corp. provides cloud communications services to businesses and consumers worldwide. Its unified communications platform offers voice, messaging, video, and data APIs, enabling developers and enterprises to embed programmable communications into applications. The company serves small businesses to large enterprises through cloud-based VoIP, contact center solutions, and communications APIs. Vonage was acquired by Ericsson in 2022 and continues to operate as a standalone subsidiary headquartered in Holmdel, New Jersey.
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