Fortinet is currently looking for Customer Service Representatives to join our Technical Assistance Center (TAC) in Ottawa to provide exceptional customer service for our loyal customers.
The ideal candidate is energetic and passionate about working for Fortinet and supporting our Customers, while developing good and respected relationships with both internal and external customers.
This is a great opportunity to excel in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.
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
Computer and network security experience is preferred
Strong English skills, both written and verbal
Spanish speaking (definitely an asset)
Reputable degree / diploma / certificate