Designation: Customer Support Representative – French, Spanish and English
Location: Ultra Park 1, Heredia Costa Rica
Experience: 6 -24 months

Roles and Responsibilities:

• Handle incoming calls and process/complete tasks identified in cases received through the 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 Movate in supporting Vonage
• Remain empathetic and concerned with resolving the customer’s issue
• Provide exceptional customer service at all times
• Ensure all transactions are documented appropriately
• Ensure to achieve all KRA and KPIs for the project
• Maintain high level adherence and compliance towards policies, process and procedures

Education:

• High School Bachelor’s Degree – (For Costa Rica: Technical High School Diploma in Electronics is a plus, other GEOs should adapt to their corresponding education system’s conventions).

Required:

• Call center previous experience Phone-based support skills, preferred
• Strong customer service orientation and disposition
• Ability to work in multiple technical mediums simultaneously while remaining attentive to customer and their concern.
• Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, Excel, Word)
• Excellent French and Spanish, English Writing skills with good English communication skills & Spanish written and verbal communication skills
• A self-starter who is able to operate independently, within a team environment
• Interest in technology (although prior related technology expertise is not required)