Technical Support

Candidate details:

Minimum Requirements:

• Education: - Any degree

• Experience: 0 -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)

Preferred Candidates:

• Lives within a 30-kilometer radius

• Willing to working from office location

• Willingness to work in exclusive night shifts with rotational offs

• Non-entrepreneurs • Without a high level post-graduate degree

• Agents without certificates in a technical field which has a high demand of employment in the industry (Cisco, Juniper, Linux, Servers, etc.)

Additional qualities:

• Personality: Outgoing and empathetic. Able to remain calm under stressful situations. Able to be developed and responds well to coaching/feedback.

Required Skills:

• Telephone communication skills: Remain empathetic and courteous while speaking to customers about difficult, time-sensitive issues

• Good written communication skills

• Understanding of computers and networking - Should have basic knowledge of computer hardware peripherals, Operation Systems, knowledge of browsers and a flair for customer service and technical troubleshooting, basic network/Wi-Fi troubleshooting.

Competence required:

Empathy: The candidate must be able to empathize and connect with the customer to put themselves in their place and understand their problem.

Communicative capacity: Should be able to effectively communicate with customers within the scope of SOPs laid down by Vonage.

Tranquility: The candidate should remain calm and try to reassure the customer irrespective of the customer's behavior. The candidate must avoid major conflicts with the customer and provide exceptional customer service experience.

Multitasking and Time Management capacity: To work on multiple tools simultaneously while remaining attentive to customers and their concerns in a timely manner.

Problem solving: The candidate must be effective in identifying a problem and possible solutions for that problem.