Customer Service Representative Job In Fortinet In Bengaluru / Bangalore, India

• 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

• Flexible to work in APAC or EMEA shifts, from our Bangalore office

• 3-4 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

Fortinet is looking for Any Graduate / Post Graduate profile candidates.