Fortinet Customer Service Representative 

Canada, Ontario, Ottawa 

556823528

Job Responsibilities

• 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 in order 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

Job Skills Required

• 2-4 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 interactive effectively with customers
• Multi-task oriented
• Computer and network security experience is preferred
• Strong English skills, both written and verbal
• Able to communicate in Spanish would be an asset

Educational Requirements

• Reputable degree/diploma/certificate