Technical Support Specialist - Atlanta, United States - Vonage

Description

Objective:
To establish a profile for candidates with the personality and experience that will drive Vonage to success; ensuring optimal performance and business stability

VONAGE UNIVERSAL AGENTPosition Scope:
The role of the Service Representative Vonage, is to support Vonage Business Cloud users via voice and chat contact channels by understanding the reason for the contact, making a proper use of the tools and following the processes established by Vonage to ensure a proper resolution and customer satisfaction

Essential Functions:

Handle incoming call or chat activity and process/complete tasks identified in cases received through CRM portal and assigned queuesTriage incoming cases received by CRM.

Prioritize & Assign by priority category, offer case acknowledgment & expectations to customerProvide application support by creating cases, conducting & documenting initial discovery, and escalating when necessaryAdhere to established SLAs, and productivity/performance goalsProvide world class Customer Support by delivering service in accordance with Vonage valuesPerform database searchesGain an understanding of the product line and the role of CSS Corp in supporting VonageRemain empathetic and concerned with resolving the customers issueWork Environment/Physical Demands:
Discussing trouble-ticket activity and incidents in face-to-face meetings with team managementTyping incident notes, compiling reports and troubleshooting Help Desk incidents to resolutionHandle a high workload and managing the customer expectationsCandidate details:

Minimum Requirements:
Education: High school diplomaExperience: 1 -2 years of working in the call center environment or providing technical support in related fieldsEnglish level: Excellent written and verbal communication skills (90% English fluency)

Testing:
Successfully passing of the technical assessment, the logic exam, typing test, on-site interviews, and drug screening

Preferred Candidates:
Agents without certificates in a technical field which has a high demand of employment in the industry (Cisco, Juniper, Linux, Servers, etc)

Required Skills:
Telephone communication skills: Remain empathetic and courteous while speaking to customers about difficult, time-sensitive issuesExcellent time management skills : Be able to work cases in a timely manner and adhere to break/lunch schedulesGood written communication skills : To be able to document cases accurately

Multitasking Ability:
To work in multiple technical mediums simultaneously while remaining attentive to customer and their concernTyping skills: Type at least 35 WPMCompetences required:Empathy: Vonage call center operator must be able to empathize and connect with the client to put themselves in their place and understand their problem

Communicative capacity :
A Vonage call center operator must know how to communicate. Can explain processes that are sometimes complex.


Tranquility:
The candidate should be a calm person and should remain calm and try to reassure the client.

The operator must avoid major conflicts with the client and seek the satisfaction of every customerMultitasking and Time Management capacity :
The candidate must be able to perform multiple tasks simultaneously

Problem solving:
The candidate must be effective in identifying a problem and possible solutions for that problem#LI-JS3#J-18808-Ljbffr