Technical Support Specialist

3 weeks ago

Atlanta, United States Ericsson Full time
Position 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  This role will work an 8-hour shift between the hours of 8am - 8pm EST, Monday - Friday.  Essential Functions:
  • Handle incoming call or chat activity and process/complete tasks identified in cases received through CRM portal and assigned queues                        Triage incoming cases received by CRM. Prioritize & Assign by priority category, offer case acknowledgment & expectations to customer   
  • Provide application support by creating cases, conducting & documenting initial discovery, and escalating when necessary 
  • Adhere to established SLAs, and productivity/performance goals 
  • Provide world class Customer Support by delivering service in accordance with Vonage values          
  • Perform database searches 
  • Gain an understanding of the product line and the role of CSS Corp in supporting Vonage
  • Remain empathetic and concerned with resolving the customer’s issue
  • Work Environment/Physical Demands:  
  • Discussing trouble-ticket activity and incidents in face-to-face meetings with team management
  • Typing incident notes, compiling reports and troubleshooting Help Desk incidents to resolution
  • Handle a high workload and managing the customer expectations

Candidate details:
  • Minimum Requirements:
  • Education: High school diploma
  • Experience: 1 -2 years of working in the call center environment or providing technical support in related fields
  • English 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:
  • Two years of technical support experience preferred 
  • A+, Networking +, MCSA, CCNP or other certifications preferred

Required Skills:
  • Telephone communication skills: Remain empathetic and courteous while speaking to customers about difficult, time-sensitive issues
  • Excellent time management skills: Be able to work cases in a timely manner and adhere to break/lunch schedules
  • Good 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 concern
  • Typing skills: Type at least 35 WPM 

Competences 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 customer
  • Multitasking 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

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