Customer Service Representative - Ottawa, Canada - Fortinet
Description
Customer Service Representative
Responsibilities:
- Work and resolve Customer Servicerelated 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, costeffectiveness, 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
- 24 years of customer service or support experience in an IT or Network Security Environment
- Fastlearner, flexible, and able to prioritize
- Peopleoriented with the ability to interactive effectively with customers
- Multitask 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
L1-MG1
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