* Previous call center experience, preferably supporting data networking
products and/or security products is desirable.
* Ability to speak Portuguese is a plus or learn within 1 year.
* An independent certification on security from SANS, (ISC) 2, ISACA,
BS7799/ISO17799 is a plus.
Job Duties and responsibilities
* Advanced troubleshooting on the full range of Fortinet products
* Collection, analysis and change recommendations of configuration information,
customer network information and/or packet trace information
* Provide customer education where needed due to gaps in networking, product
knowledge, processes, etc…
* Consultation of technical documentation,
bulletins and release notes for
known problems
* Reproduction of customer environments on lab equipment; work with L3 support
to isolate and solve problems; recommend potential new solutions.
* Follow up on technical cases including proper escalation and management of
the case until case closure.
* Manage customer communication and expectations until the closure of each
case
* Submit KB articles on a monthly basis to contribute with internal and
external DB´s
* Use internal resources to self-study technologies and products as required by
customer´s demand
* Collaboratively work with peers within Latin America and AMER region, in
order to work on initiatives which can help to give better service to our
customers, partners and the security community in general
* Honor SLA´s and metrics in order to achieve customer satisfaction
* Manage customer communications and expectations until the closure of each
case; conduct a
📌 Technical Support Engineer (Ciudad de México)
🏢 Fortinet
📍 Ciudad de México
Postulate a este anuncio
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.