Customer Service Representative - Ottawa, Canada - Fortinet

Fortinet
Fortinet
Verified Company
Ottawa, Canada

3 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

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
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