Customer Service Professional

2 days ago

Bengaluru, India Fortinet Full time

**Responsibilities**:

- 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
- Delivery consistent service and ensure customer satisfaction levels are achieved as per targets
- Ability to understand CS and Tech Support processes from CSAT and Quality perspective
- Ensure that ticket quality is maintained in a consistent manner and score well in ticket audits on a monthly basis
- 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.
- Flexible to work in APAC or EMEA shifts, from our Bangalore office.

**Job Skills Required**
- Fast-learner, flexible, and able to prioritize
- Good analytical skills and comprehension
- People-oriented with the ability to interact effectively with customers
- Computer and network security experience is preferred
- Strong English skills, both written and verbal

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