Technical Support Specialist for Fortinet, troubleshooting networking and security issues for customers. Acting as an escalation point and evolving into a subject matter expert on endpoint security.
About the role
- As a bilingual Technical Support Representative, you’ll educate and support customers using our wealth management platform. You'll handle inquiries and escalate issues while training in various company initiatives.
Responsibilities
- Respond to all front-line initial customer inquiries and issues through Zendesk to ensure a first response resolution
- Escalate customer issues that require more in-depth assistance to the appropriate internal party and execute timely follow-ups for full-cycle communication
- Participate in regular training on products and services, customer service, corporate and operations policies, as well as company initiatives to remain knowledgeable on all products and services to effectively support new and existing customers
- Record all issues and resolutions along with feedback in Jira
- Perform to meet and exceed all monthly performance metrics
- Assist in creating content for our help centre in both French and English
- From time to time, assist in delivering group training to customers in both French and English
Requirements
- Professional working proficiency of French and English - inclusive of speaking, reading, writing and comprehension
- Customer facing experience where the top priority is end-user satisfaction, in a role such as customer support, onboarding, customer success or financial advising
- Proven track record in being resourceful and troubleshooting
- Demonstrated ability to work cross-functionally
- Working knowledge of various tools (i.e., Microsoft Office, Slack, Jira, Zendesk, and Salesforce)
Benefits
- Learn more about life at CapIntel on our Careers page, including the virtues that inspire how we work and the perks and benefits designed to support your growth and well-being. We’re a team built on trust, respect, and collaboration. This powers everything we do and creates a space to challenge and elevate each other as we work towards our shared vision.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Technical Support Analyst providing Level 2 - 3 support for Microsoft 365 and cloud services. Handling incident triage and escalation in a hybrid work environment.
Technical Support Analyst providing technical support and customer service at Transoft Solutions. Delivering exceptional service in a hybrid work environment with responsibilities in diagnosis, documentation, and team collaboration.
Technical Support Specialist delivering exceptional customer experiences by providing expert technical troubleshooting for a SaaS platform.
Technical Support Specialist helping users troubleshoot issues with LANDR and Reason platforms. Ensuring effective use of tools and addressing user inquiries.
AutoCAD and Systems Support Engineer at WhiteWater responsible for developing and maintaining custom tools for waterpark design and manufacturing processes.
Support Engineer managing continuous operations of software - based mobile networks. Troubleshooting, incident management, and client support in a 24/7 environment.
Enterprise Applications Support Analyst handling SAP and other application support responsibilities. Ensuring user satisfaction and app performance in a collaborative environment.
Bilingual Product Support Representative helping customers navigate our wealth and asset management platform. Engaging with internal resources to effectively resolve customer queries.
Bilingual Product Support Representative educating and supporting customers on wealth management platform. Leveraging resources in Spanish and English to resolve customer questions.