Customer Service Representative

7 months ago

Ottawa, Canada Fortinet Full time

**Customer Service Representative**

**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
- 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**
- 2-4 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 interactive effectively with customers
- Multi-task oriented
- Computer and network security experience is preferred
- Strong English skills, both written and verbal Able to communicate in Spanish would be an asset

**Educational Requirements**
- Reputable degree/diploma/certificate

GD

L1-MG1

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