Description:
Assist Support department by managing all inbound phone calls, ensuring short hold times. Create new cases as necessary and dispatch to appropriate support team for assistance. Set customer expectations in regards to response time. Accept ownership and provide technical assistance regarding F5 licensing issues by utilizing various troubleshooting tools to replicate/solve customer licensing issues. Typically spend 7 to 8 hours per day supporting customers over the phone as well as via email. Monitor/process inbound e-mail correspondence and update associated support cases accordingly. Enable Web Support Portal accounts and troubleshoot CSP issues
Primary Responsibilities
- Answer inbound customer phone calls
- Monitor/Process inbound e-mail correspondence for support
- Provide assistance enabling Web Support Portal accounts and resolving CSP issues
- Create support cases with technically accurate problem descriptions and dispatch cases according to handling guidelines
- Update existing support cases with a clear description of the customer’s issue
- Enforce paid support policy to ensure customers are receiving the support to which they are entitled
- Appropriately set customer expectations based on response time guidelines
- Follow managerial notification guidelines based on case priority
- Take ownership and solve licensing cases for internal and external F5 customers
- Alert Support Management in regards to Urgent support situations
- Provide assistance enabling Web Support Portal accounts and resolving CSP issues
- Assist with projects as needed that relate to TSC Team
- Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
- Performs other related duties as assigned.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
Knowledge, Skills And Abilities
- Customer service
- Troubleshooting
- Able to work through problems with minimal help or supervision
- Case management/follow-up
- Ability to Multitask
- Strong attention to detail
- Excellent oral and written communication
- Proven ability to follow processes and procedures
- Teamwork
- Ability to type 35 WPM
- Experience with Sales Force
- Analytical thinker with strong attention to detail
- Reliable and punctual track record
Qualifications
- Associates degree in a technology field or equivalent of 2+ years of related experience
- 1 year call center experience
- Proficient PC skills in a Windows based environment