Customer Service Representative - Sunnyvale, United States - Fortinet

Fortinet Sunnyvale, United States

2 weeks ago

Description

Sunnyvale, CA, United States
Job Identification
14042
Job Category
Customer Service
Locations
Sunnyvale, CA, United States
Posting Date

06/15/2023, 07:40 PM

Degree Level
Four Years College
Job Schedule
Full time
Job Description

Fortinet is currently looking for Customer Service Representative to join our Sunnyvale Office to provide exceptional customer service for our loyal customers.

The ideal candidate is energetic and passionate about working for Fortinet and supporting our Customers, while developing good and respected relationships with both internal and external customers.

This is a great opportunity to excel in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

Job Responsibilities:

Troubleshoot and resolve Customer Service related queries through phone, chat and web tickets in accordance with Fortinet policies and procedures.
Professionally screen incoming customer calls, assist with ticket creation, verify entitlement and route customers to the appropriate team within the Customer Service & Support organization.
Develop a good understanding of all Fortinet products, contracts and licensing
Participate in the creation and improvement of Fortinet Customer policies, procedures and guidelines relating to Customer Service.
Deliver the best 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, cost-effectiveness, productivity and quality that are above the average in the industry
Be part of the on-call rotation of the team.
Be flexible to work with the CS Managers on higher priority task and escalations

Job Skill Required:

3 years of customer service, 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
Strong problem analysis and problem-solving skills
Remains calm and professional under pressure or stress.
Must be able to work independently with minimal supervision.
Attention to detail and strong documentation skill
Computer and network security experience

Educational Requirements:

Relevant degree/diploma/certification and / or an equivalent combination of relevant training and experience is desirable.

Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time as well as a comprehensive leave program.

Wage ranges are based on various factors including the labor market, job type, and job level. Earnings for this position are expected to be $18 - $25 per hour.

Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.

All roles are eligible to participate in the Fortinet equity program, Bonus eligibility is reviewed at time of hire and annually at the Company's discretion
#LI-GB1
About Us

Fortinet makes possible a digital world that we can always trust through its mission to protect people, devices, and data everywhere.

This is why the world's largest enterprises, service providers, and government organizations choose Fortinet to securely accelerate their digital journey.

The Fortinet Security Fabric platform delivers broad, integrated, and automated protections across the entire digital attack surface, securing critical devices, data, applications, and connections from the data center to the cloud to the home office.

Ranking #1 in the most security appliances shipped worldwide, more than 615,000 customers trust Fortinet to protect their businesses.

And the Fortinet NSE Training Institute, an initiative of Fortinet's Training Advancement Agenda (TAA), provides one of the largest and broadest training programs in the industry to make cyber training and new career opportunities available to everyone.

Fortinet (

NASDAQ:
FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe.

The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure.

If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. With offices in EMEA, we are an equal opportunity employer offering exciting work, competitive compensation and benefits. Fortinet is looking for the best and the brightest to join our highly motivated team.

The Service Relationship Manager's (SRM) main goal is to build strong pivotal relationships with a select group of strategic customers for the effective delivery of Fortinet's premium level support services - Advanced Support.

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