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Fortinet Customer Service Representative 
Canada, Ontario, Ottawa 
689927272

12.09.2024

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.