Vonage Employee Reviews for Technical Support Agent

"call center type job so I got to experience troubleshooting over the phone."

What do you like about working at Vonage?

"The experience gained which I knew would help me in future positions"

Do you have any tips for others interviewing with this company?

"To be friendly. On the job you will be dealing with people who are angry so you should show that you will not get upset easily."

What don't you like about working at Vonage?

"Many of my co-workers didn't really take advantage of the opportunity the job was creating for them."

What suggestions do you have for management?

"Since it was a call center, people were hired and fired almost weekly so they should just attempt to get to know employees a little better"

"Vonage was a decent place to work. It seemed like they were definitely trying, but didn't have all the pieces put together quite yet."

What do you like about working at Vonage?

"The working environment was pretty nice. The Vonage campus was beautiful and was a pretty nifty-techy sorta place. Co-workers were usually very nice and helpful, you definitely got the we're all in this together sort of feeling. Vonage was also trying as far as making it a good place to work. They offered decent benefits, a 401K, and even meal allowances ($100/mo) for employees."

Do you have any tips for others interviewing with this company?

"Review basic networking and computer concepts. They will ask you for stuff like why would it be a problem if this router behind this router had the same IP address or.. what would be the best way to hook up all these devices on the network"

What don't you like about working at Vonage?

"The nature of the call center business. Since the Holmdel facility was a Tier 2 and up level on the support line, customers had spoken to atleast 1 and often times 2 or more people before speaking to you. As such, they were likely to be irate at having to provide the same information over and over and getting no resolution. Also it also seemed like a factory in the sense that you just sat there like a machine all day, with no control over how calls came in and such. Everything was based on your numbers, not the level of support."

What suggestions do you have for management?

"Please streamline your call-center process so that customers have not spoken to more than one person before you, and so that the information they already gave is relayed to the next level of support. Also, please consider customer satisfaction more when it comes to assign employee hours or evaluate performance for promotions out of the call floor. From hearing other agents' conversations, I KNOW I was providing a better level of support via first-call resolution and minimal escalations to ATS, yet because my AHT and other numerics were not ideal, I would be on the bottom of the list for promotions, better hours, raises, or the like."

"I truly enjoyed working there because it gave me an opportunity to interact with the customers and solve their problems."

What do you like about working at Vonage?

"The hours were somewhat flexible, supervisors were caring and responsive."

Do you have any tips for others interviewing with this company?

"Need to be technically savvy, yet customer focused."

What don't you like about working at Vonage?

"The software we needed to use was quirky sometimes."