Fortinet Hiring for Customer Service Representative – 1 at Bangalore Full Time

Job 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

• 3-4 years’ experience in handling customer calls, emails and/or chat support in an IT or NW security environment. (Exposure to handling global customer support would be an added advantage)
• Fast-learner, flexible, and able to prioritize
• Good analytical skills and comprehension
• People-oriented with the ability to interact effectively with customers
• Ability to multi-task and handle calls, chats and emails simultaneously
• Computer and network security experience is preferred
• Strong English skills, both written and verbal