Technical Support Triage Representative
WatchGuard Technologies
Mississauga, Ontario
11d ago

Why Work for WatchGuard? At WatchGuard we create smart security, simply done. We’re a leader in building cyber security hardware, wireless, and cloud solutions that protect small and midsize businesses, and distributed enterprises worldwide.

Our award-winning network security solutions provide layered, enterprise-grade protection that is easy to deploy and manage.

Whether you are an industry veteran, or at the beginning of your career, now is an amazing time to work in the security industry, and there’s never been a better time to be at WatchGuard.

We love solving the industry’s toughest challenges, and our innovation keeps our customers ahead of increasingly sophisticated hackers, which has fueled record revenues.

We’re heavily reinvesting in the company, and driving rapid acceleration across all aspects of our business. As a result, our employee base has nearly doubled in the last three years, organically and through acquisition.

Our company culture places intense focus on our customers and employees. From the newest employee to our CEO, you'll find that each person at WatchGuard embodies our core values : accountability, passion for success, community building, and maintaining a customer focus in all things.

WatchGuard Technologies is privately backed by equity firms Vector Capital and Francisco Partners, and has headquarters in Seattle, Washington, with offices throughout North America, Europe, Asia Pacific, and Latin America.

A day in the life... You are in a highly visible role on a rapidly growing team on the forefront of network security. This is the starting point of a developing career in WatchGuard with multiple avenues of success.

On a typical day, you will answer incoming calls from our end user customers. You’ll spend 15-30 mins with them to define the reason for the call, gather data / information and create a case.

You will be our frontline WatchGuardian and it’ll be crucial to use your excellent interpersonal skills to go above and beyond in every customer interaction.

The day will be fast-paced and challenging. If you’re looking for a foot-in-the-door with an awesome company that will lead you to the next level in your career growth then this is what you’ve been searching for! Position Overview The Technical Support Triage Representatives (TSTR) is responsible for working directly with WatchGuard authorized resellers, distributors, internet service providers, end-

users, prospects, and internal employees to determine the severity and urgency of technical support requests and preparing relevant support data for Technical Support Representatives (TSR).

Customers within each of these customer groups may have dramatically different levels of technical expertise. The TSTR must be able to adjust their level of technical communication to that which is most effective for that particular customer.

The TSTR must project a professional company image through phone interaction. Duties / Responsibilities : Analyze, evaluate and determine urgency of all customer incidents Translate and route customer support requests into appropriate incident format and queue to the prescribed technical support team.

Resolve support calls involving known issues or procedures described in published documentation with emphasis on first contact resolution.

Assess customer’s LiveSecurity status to determine support eligibility for hardware and configuration issues Actual duties performed by Technical Support Triage Representatives may vary, but some of the primary responsibilities are : Answering incoming support calls directed to the Seattle office Making expedited assessments of the nature and severity of customer issues Gathering necessary technical data to begin support, including detailed problem descriptions, customer network details and WatchGuard configuration Matching customer problem descriptions to WatchGuard guides, known issues, and FAQ’s Evaluate customer issue severity based on gathered technical data Assign cases to Technical Support queues based on customer contract and severity level Requirements : 0-

2 years experience with troubleshooting TCP / IP, Win95 / 98 / NT, Internet Applications 1-2 years experience customer service, or Help Desk environment Consistent attendance with superior work ethic Superior customer service and communication skills, both written and verbal A high degree of professional conduct at all times with excellent telephone skills Excellent decision making, problem solving capability, efficient multi-

tasking in a fast paced, constantly evolving environment. Good understanding of basic TCP / IP networking, XP, Win2000, NT, Win9x setup and administration, PC hardware architecture, and setup and configuration of current WatchGuard products Good working understanding of WAN protocols such as PPP (including PPPoE), DHCP, Frame Relay, etc.

Familiarity with security protocols such as the IPSec protocol suite and Microsoft's PPTP which are almost universally used by WatchGuard customers High School Diploma or equivalent required WatchGuard Technologies, Inc. participates in E-Verify.

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