Customer Service Representative

3 months ago

Bengaluru Karnataka, India Fortinet Full time

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Support Engineer to contribute to the success of our rapidly growing business.

**As a Customer Service Professional, you will**:

- Screen incoming Customer calls, assist with ticket creation, verify entitlement and route Customers to the appropriate team within the Customer Service & Support organization
- Work and resolve Customer Service-related queries through phone, chat and web tickets in accordance with Fortinet policies
- 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
- Ability to understand CS and Tech Support processes from CSAT and Quality perspective
- Be able to use pre-defined rubrics for auditing support tickets regularly.
- Deliver quality in order to achieve a 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 when working with the CS supervisor/manager on higher-priority tasks and weekly duty rosters.
- Flexible to work in APAC or EMEA shifts, from our Bangalore office.

**We Are Looking For**:

- 3-4 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 interact effectively with customers.
- Multi-task oriented
- Computer and network security experience is preferred
- Strong English skills, both written and verbal

**About Our Team**:
Join the CS team, known for its collaborative ethos, working seamlessly with a variety of specialized groups to ensure a comprehensive and seamless technical support experience. Working with these diverse teams, they ensure a holistic approach to customer service, product quality, and technological innovation, leading to a robust support infrastructure and continuous improvement in technical support services and product offerings. Our team culture emphasizes collaboration, continuous improvement, customer-centricity, innovation, and accountability. By embedding these values into our ethos and culture, we create a dynamic and supportive environment that drives excellence and innovation while maintaining a strong focus on our customers' needs and satisfaction.

**Why Join Us**:
L1 onsite

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