Customer Service Representative

Fortinet is a cybersecurity pioneer with over two decades of excellence. Our mission is to safeguard people, devices, and data everywhere. As we continue to shape the future of cybersecurity, Fortinet recently announced the opening of our latest global Innovation Hub in Atlanta, Georgia, where our expansion will include a team of Customer Service Representatives 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.

As a Customer Support Representative, you will:

• 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 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
• On-call responsibilities will be assigned on a rotating schedule.

We Are Looking For:

• 2-4 years of customer service or support experience in an IT or Network Security Environment
• Reputable degree/diploma/certificate
• Fast-learner, flexible, and able to prioritize
• People-oriented with the ability to interactive effectively with customers
• Multi-task oriented
• Someone who has demonstrated experience in artificial intelligence (AI) technologies
• Computer and network security experience is preferred
• Strong English skills, both written and verbal

Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time as well as a comprehensive leave program. Wage ranges are based on various factors including the labor market, job type, and job level. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location. All roles are eligible to participate in the Fortinet equity program, Bonus eligibility is reviewed at time of hire and annually at the Company's discretion.

About Our Team:

Join the Fortinet Customer Support team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet's core values of openness, teamwork and innovation, fostering an environment where team members support each other and share knowledge. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet's high standards of excellence in cybersecurity solutions

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.