Customer Support Representative - French, Spanish

**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
- 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.
- 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)