Fortinet

Fortinet is currently looking for Customer Service Representatives to join our Technical Assistance Center (TAC) in Ottawa to provide exceptional customer 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 excel in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

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
• 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

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Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.

We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at accommodations@fortinet.com.

Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.