Jr. Customer Service Representative
Fortinet Technologies - Sunnyvale, CA

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Fortinet (NASDAQ: FTNT) is a worldwide provider of network security appliances and the market leader in unified threat management (UTM). Our products and subscription services provide broad, integrated and high-performance protection against dynamic security threats while simplifying the IT security infrastructure. Fortinet is headquartered in Sunnyvale, Calif., with offices around the world. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. 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.
Fortinet is currently looking for a Junior Customer Service Representative to join our Customer Service Team in Sunnyvale, our head office, to provide exceptional 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 start your career in computer network security and excel in an innovative, fast-paced environment.

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 *
  • 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, 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.

Job Skills Required *
  • Strong English skills, both written and verbal *
  • Fast-learner, flexible, and able to prioritize and multi-task *
  • People-oriented with the ability to interactive effectively with customers. *
  • No previous customer service experience necessary; some experience is a plus *
  • Bilingual in Spanish a plus.

Educational Requirements *
  • High School Diploma or GED *
  • College Graduates

Fortinet Technologies - 9 months ago - save job - block
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