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 Customer Service Representative - Sunnyvale, California, United States

Job information
Posted by: Fortinet Inc 
Hiring entity type: Computer, Software 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: 401(k) -
Dental Insurance -
Health Insurance -
Life Insurance -
Stock Options -
Paid Vacation -
Relocation: No relocation assistance provided 
Position functions: Administrative - Other
Computers - Other
Customer service & support
Travel: Unspecified 
Accept candidates: in same state/locale 
Languages: English - Fluent
Spanish - Fluent
Portuguese - Conversational
Minimum education: Some College 
Minimum years experience:
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: CACS2010 / Latpro-3596062 
Date posted: Feb-16-2018
State, Zip: California, 94086


* 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.
* Take part in UAT testing.
* 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


* Fast-learner, flexible, and able to prioritize
* People-oriented with the ability to interact effectively with customers
* Strong problem analysis and problem-solving skills
* Multi-task oriented
* Fast typist
* 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
* Strong oral and written communication skills in both English and Spanish
* Must be fluent in Spanish


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