Fortinet Customer Service Representative 

India, Karnataka 

247805350

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