Laura Galez
Technical Support Engineer at Vonage- Claim this Profile
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Bio
Credentials
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Messaging Suite Foundation
VonageMar, 2023- Nov, 2024 -
Verify API Foundation
VonageMar, 2023- Nov, 2024 -
Conversational Commerce Foundation
VonageFeb, 2023- Nov, 2024 -
Effective Collaborator
VonageFeb, 2023- Nov, 2024 -
Meetings API Foundation
VonageFeb, 2023- Nov, 2024 -
VBC Foundation
VonageFeb, 2023- Nov, 2024 -
VCC Foundation
VonageFeb, 2023- Nov, 2024 -
Video API Foundation
VonageFeb, 2023- Nov, 2024 -
Vonage AI Foundation
VonageFeb, 2023- Nov, 2024 -
Voice API Foundation
VonageDec, 2022- Nov, 2024
Experience
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Vonage
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Technical Support Engineer
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Mar 2022 - Present
• Troubleshooting issues encountered by customers using softphone and video conferencing applications (both branded and 3rd party) • Reproducing reported or encountered issues or bugs in-house or on the clients network, gathering logs, looking for errors and patterns • Self-reliable specialist in support team: logging, prioritisation and escalation of support issues and requests. Communication with various internal teams and external customers. • Provisioning VoIP devices: desk-phones (Yealink, Polycom, Cisco, Grandstream), paging systems (Algo). Accessing devices and assistance in provisioning and setting up via WebUI • Setting up, testing and troubleshooting call routing for businesses: IVR, Call Group, Call Queue, Virtual Mailbox, eFax, individual extensions. • Analysis of a client network in relation to VoIP requirements and possible conflicts.. • Assisting with 3rd party integration set up: MSTeams (Call2Teams), Salesforce, Bullhorn, Ezlynx, Zoho, Zendesk. NetSuite, Office 365 • Assisting with fixing SSO (single sign-on) and SCIM (system for cross-domain identity management) issues and other IDP related inquires with Azure, Okta, Google Workspace • Working with Salesforce, Jira, Confluence on daily basis Show less
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OpsTalent
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Poland
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Outsourcing and Offshoring Consulting
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100 - 200 Employee
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Customer Service Specialist
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Jun 2020 - Mar 2022
Provide first line support to customers in English from international markets Handling emails and chats with customer queries (LiveChat) Ensuring the highest standard of service and customer satisfaction Ability to prioritize tasks and organize own work (remote work) Monitoring, reporting and responding to customer feedback Cooperation with external business partners Customer service based on CRM systems (CS9/Platinum Support) Processing returns and order cancellations Efficient and effective communication with other employees in the team Providing training to new employees Show less
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BRANDBQ
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"Medicine" clothing store Bielany Wrocławskie
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Shopping assistant and cashier
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Feb 2020 - Apr 2020
Employment ceased due to global pandemic of COVID-19 and shopping mall's closure Employment ceased due to global pandemic of COVID-19 and shopping mall's closure
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Different part-time jobs during university years
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Feb 2017 - Feb 2020
I've picked up various customer service related student jobs in particular I've worked for about 5 months as a VIP Customer Assistant in the Cinema City VIP Lounge and I was a cashier for about a year in Lody Naturalne z Krzyckiej I've picked up various customer service related student jobs in particular I've worked for about 5 months as a VIP Customer Assistant in the Cinema City VIP Lounge and I was a cashier for about a year in Lody Naturalne z Krzyckiej
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Education
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2015 - 2019
Wroclaw Medical University
Bachelor's degree, Nursing -
2023 -
Trailhead by Salesforce
Exploring possibilities, https://trailblazer.me/id/lauragalez
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