Fortinet Customer Service Representative 

United States, California, Sunnyvale 

419073767

Job Responsibilities:

• Troubleshoot and resolve Customer Service related queries through phone, chat and web tickets in accordance with Fortinet policies and procedures.

• Professionally screen incoming customer calls, assist with ticket creation, verify entitlement and route customers to the appropriate team within the Customer Service & Support organization.

• Develop a good understanding of all Fortinet products, contracts and licensing

• Participate in the creation and improvement of Fortinet Customer policies, procedures and guidelines relating to Customer Service.

• Deliver the best quality in order to achieve high level of Customer Satisfaction.

• Take part in UAT testing.

• 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 part of the on-call rotation of the team.

• Be flexible to work with the CS Managers on higher priority task and escalations

Job Skill Required:

• 3 years of customer service, 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

• Strong problem analysis and problem-solving skills

• Multi-task oriented

• Fast typist

• Remains calm and professional under pressure or stress.

• Must be able to work independently with minimal supervision.

• Attention to detail and strong documentation skill

• Computer and network security experience

Educational Requirements:

• Relevant degree/diploma/certification and / or an equivalent combination of relevant training and experience is desirable.

Wage ranges are based on various factors including the labor market, job type, and job level. Earnings for this position are expected to be $18 - $25 per hour. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.