Why This Role Matters: 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 

What you will do:

• 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

What is Required:

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

Preferred Candidates: 

• Lives within a 15-kilometer radius 
• 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.
• 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

What Is In It For You:

• In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.