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
- Bilingual Product Support Representative helping customers navigate our wealth and asset management platform. Engaging with internal resources to effectively resolve customer queries.
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
- From time to time, assist in delivering group training to customers
Requirements
- 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. If this speaks to you, we’d be excited to have you with us.
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