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Customer Service Representative2

Bengaluru, KA
Job Code:
  • IT
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Job Details

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 Participate in the creation and improvement of Fortinet Customer policies, procedures and guidelines relating to Customer Service Ability to understand CS and Tech Support processes from CSAT and Quality perspective Be able to use pre-defined rubrics for auditing support tickets on regular basis 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 verbalEducational Requirements
Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-4


Customer Support | Network Planning | RF Engineering
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