Technical Support Specialist
Job Posting for Technical Support Specialist at Ericsson
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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