דרושים Customer Service Representative ב-Fortinet ב-הודו

As a Customer Service Professional, you will:

• Screen incoming Customer calls, assist with ticket creation, verify entitlement and route Customers to the appropriate team within the Customer Service & Support organization
• Work and resolve Customer Service-related queries through phone, chat and web tickets in accordance with Fortinet policies
• After product replacement, follow up with Customers in accordance with Fortinet policies to recover defective units
• Handle Premium RMA calls
• Participate in the creation and improvement of Fortinet Customer policies, procedures and guidelines relating to Customer Service
• Ability to understand CS and Tech Support processes from CSAT and Quality perspective
• Be able to use pre-defined rubrics for auditing support tickets regularly.
• Deliver quality in order to achieve a high level of Customer Satisfaction
• Develop good and respected relationships with internal and external customers by providing accurate, courteous and efficient service & support.
• Work with other staff in the department to meet the performance targets for efficiency, cost-effectiveness, productivity and quality that are above the average in the industry.
• Be flexible when working with the CS supervisor/manager on higher-priority tasks and weekly duty rosters.
• Flexible to work in APAC or EMEA shifts, from our Bangalore office .

We Are Looking For:

• 3-4 years of customer service or support experience in an IT or Network Security Environment.
• Fast learner, flexible, and able to prioritize
• People-oriented with the ability to interact effectively with customers.
• Multi-task oriented
• Computer and network security experience is preferred
• Strong English skills, both written and verbal

As a Inside Sales Rep you will:

• Out-Bound calling and emailing to penetrate, identify, and clear qualified leads from strategic accounts from lunch & learns, show events, webinars and target campaigns.
• Schedule web demos, sales appointments for all Regional Sales Managers
• Modify lead stage in SaleForce.com and Marketo
• Update weekly tracking of all qualified leads converted to opportunities
• Drive HIGHSPOT campaigns and Business Development Initiatives with named accounts, long tail accounts and no touch accounts.
• Work with BDR team and help in sales qualification of leads.
• Drive the sales motion with field team and support them on SFDC opportunity updates, quote creation and approvals, etc. Drive forecasting function on CLARI.
• Weekly & quarterly cadence on numbers.

We Are Looking For:

• Demonstrates sales aptitude; assertive, persistent, good listener, self-motivated
• Excellent customer relation skills
• Excellent oral and written communication skills
• Well organized with effective time and activity management skills
• Ability to manage multiple tasks
• Goal oriented, able to meet and exceed monthly/yearly goals
• Knowledgeable in SalesForce.com
• Systems literacy knowledge in MS office, Excel, Word and Internet
• Self-confident with the ability to work well in a fast paced environment

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.

As a key player, you will be responsible for creating and implementing strategic, cybersecurity solutions account plans, focusing on securing enterprise-wide deployments of cutting-edge Fortinet products and services. Build and nurture executive relationships, leveraging them to propel successful sales processes.

Key Responsibilities:

• Generate and manage enterprise business opportunities, overseeing the entire sales process through successful closure.
• Achieve quarterly sales goals, consistently delivering on targets.
• Develop a robust sales pipeline, diligently qualifying opportunities, and providing accurate forecasts.

Required Skills:

• 5-8 years of proven sales experience, specializing in Fortune 1000 Major Accounts.
• Minimum 3 years of successful enterprise network security product and service sales.
• Track record of achieving sales quotas and maintaining career stability.
• Proficient in closing large deals.
• Exceptional presentation skills tailored to both executives and individual contributors.
• Outstanding written and verbal communication skills.
• Self-motivated, independent thinker capable of navigating deals through the selling cycle.
• Thrive in a fast-paced, dynamic environment.
• Competitive, self-starter with a hunter mentality.
• The Major Account Manager – Enterprise is required to customarily and regularly work outside of their office or home office engaged in selling, including travel as needed to make a sale.

Education:

• Bachelor's degree or equivalent experience; graduate degree preferred.

Wage ranges are based on various factors including the labor market, job type, and job level. On target earnings for this position is expected to be $226,200 - $292,700 per year. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.

Key Responsibilities:

• To provide direct technical support via the phone, chat and web based systems to our customers and partners though-out the EMEA Region.
• Analysis and technical investigation of reported problems involving all Fortinet products
• Provide technical solutions to address customer issues
• Problem investigation through analysis of packet captures and debug traces
• Reproduction of complex customer environments on lab equipment
• Follow-up with R&D departments to resolve product issues
• Manage technical cases, escalate, and control the right expectation until the closure of the cases
• Creation of technical documentation and bulletins to improve internal and external knowledge base
• Take initiatives and ownership of the problem to drive for results
• Develop core competency on Fortinet’s product line and technologies

Skills and Attributes Requirements:

• Proficient understanding of data networking protocols, particularly TCP/IP, routing, and switching.
• Deep knowledge of endpoint security technologies, including antivirus, firewalls, and threat intelligence.
• Ability to effectively troubleshoot Windows, macOS, and Linux operating systems.
• Hands-on experience with VMware and/or other virtualization technologies.
• Familiarity with Active Directory Domain.
• Sound understanding of web application concepts, security, and vulnerabilities.
• Knowledge of databases is advantageous.
• Strong communication skills, capable of articulating technical concepts clearly to both technical and non-technical audiences.
• Exceptional problem-solving abilities and the capacity to work autonomously or collaboratively within a team.

Educational and Experience Requirements:

• Five years or more of previous experience
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
• Advanced knowledge of English (written and spoken) other languages are an advantage