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 AGENT

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 

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: 

• 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 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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