As a Customer Support Representative, you will:
- Work and resolve Customer Service-related queries through phone, chat and web tickets in accordance with Fortinet policies
- Screen incoming Customer calls, assist with ticket creation, verify entitlement and route Customers to the appropriate team within the Customer Service & Support organization
- 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
- Deliver quality to achieve 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 to work with the CS Supervisor/Manager on higher priority task and weekly duty rosters
We Are Looking For:
- 2-4 years of customer service or support experience in an IT or Network Security Environment
- Reputable degree/diploma/certificate
- Fast-learner, flexible, and able to prioritize
- People-oriented with the ability to interactive effectively with customers
- Multi-task oriented
- Someone who has demonstrated experience in artificial intelligence (AI) technologies
- Computer and network security experience is preferred
- Strong English skills, both written and verbal
- Able to communicate in Spanish would be an asset
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.