This job is located in Guadalajara, Mexico
The Challenge You Get to Accomplish
Do you take pride in excellent and quality customer success? Then this could be an exciting opportunity for you. For many of our customers, our Support Centers are the first port of call when facing an IT crisis.
In 2017, F5 Networks support centers fielded over 2,600 cases per week and over 130,000 cases annually. This hub of fast and reliable F5 specialist help us keep our customer satisfaction scores consistently above 9.
0 (and higher!) out of 10.
We are seeking a self-starter to assist Support department by leading all inbound phone calls, ensuring short hold times.
Build new cases as necessary and dispatch to the appropriate support team for assistance. Meet customer expectations when it comes to response time.
Accept ownership and provide technical assistance regarding F5 licensing issues by utilizing various troubleshooting tools to replicate / seek customer licensing issues.
Typically spend 6 to 8 hours per day supporting customers over the phone as well as via email.You would monitor and process the incoming e-
mail correspondence's and update associated support cases accordingly. Enable Web Support Portal's (WSP) accounts and seek problems and resolve issues.
Ensure documentation in regard to job duties is available and up to date. Partner and collaborate with fellow colleagues like Tech Support Coordinators' and Network Support Engineers'.
Deliver training as needed to the team.
We are looking for someone that would answer inbound customer phone calls as well as monitor and take inbound e-mail correspondence for support
You will support the web portals and resolve CSP issues
Build support cases with technically accurate problem descriptions and dispatch cases according to handling guidelines
Carry out paid support policy to ensure customers are receiving the support to which they are entitled
Appropriately set customer expectations based on response time guidelines
Take ownership and take on licensing cases for internal and external F5 customers
Provide assistance enabling Web Support Portal accounts and resolving CSP issues
Assist customers in bringing together necessary data for troubleshooting and sending information to F5 Networks via email or FTP
Assist with projects as needed that relate to TSC Team
Train new NSEs and Technical Support Coordinators on phone duties, Siebel procedures and email logging
Serve as a resource for TSC and Support team when information is needed to perform job duties
Write / Update documentation for processes, procedures, and troubleshooting related to TSC job functions
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 is subject to change.
What You Will Bring to the Team
You should have a basic understanding of Layers 2 & 3 as well as solving problems with Networking Issues
Proficient with Windows and Outlook
Customer service while working with a Team
Able to work through problems with minimal help or supervision with Case management / follow-up
Ability to Multitask with Proven attention to detail
Excellent oral and written communication
Shown ability to follow processes and procedures with solid attention to structure
Ability to type 35 WPM
Experience with Clarify preferred
Reliable and punctual track record
Associates degree in a technology field or equivalent 4+ years of related work experience
1+ years' of call center experience
1+ years' of Technical Support experience
Physical Demands and Work Environment
Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to use a computer, communicate over the telephone via headset, and read printed material.
Working in an environment where work hours are scheduled shifts corresponding to forecasted customers activity. This role may be required to work outside of core business hours, including early morning, late evening, overnight, weekends, and / or holidays as needed.