F5 Technical Support Coordinator 

Canada, Quebec 

550011062

Primary Responsibilities

• Answer inbound customer phone calls
• Monitor/Process inbound e-mail correspondence for support
• Provide assistance enabling Web Support Portal accounts and resolving CSP issues
• Create support cases with technically accurate problem descriptions and dispatch cases according to handling guidelines
• Update existing support cases with a clear description of the customer’s issue
• Enforce paid support policy to ensure customers are receiving the support to which they are entitled
• Appropriately set customer expectations based on response time guidelines
• Follow managerial notification guidelines based on case priority
• Take ownership and solve licensing cases for internal and external F5 customers
• Alert Support Management in regards to Urgent support situations
• Provide assistance enabling Web Support Portal accounts and resolving CSP issues
• Assist with projects as needed that relate to TSC Team
• Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
• Performs other related duties as assigned.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Knowledge, Skills and Abilities

• Customer service
• Troubleshooting
• Able to work through problems with minimal help or supervision
• Case management/follow-up
• Ability to Multitask
• Strong attention to detail
• Excellent oral and written communication
• Proven ability to follow processes and procedures
• Teamwork
• Ability to type 35 WPM
• Experience with Sales Force
• Analytical thinker with strong attention to detail
• Reliable and punctual track record

Qualifications

• Associates degree in a technology field or equivalent of 2+ years of related experience
• 1 year call center experience
• Proficient PC skills in a Windows based environment

Physical Demands and Work Environment

• Ability to utilize a computer keyboard
• Communicate on the telephone via headset
• Ability to read material on computer monitor
• Ability to read printed out material
  

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.