At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.Position SummaryAssist Support department by managing all inbound phone calls, ensuring short hold times. Create new cases as necessary and dispatch to appropriate support team for assistance. Set customer expectations in regards to response time. Accept ownership and provide technical assistance regarding F5 licensing issues by utilizing various troubleshooting tools to replicate/solve customer licensing issues. Typically spend 7 to 8 hours per day supporting customers over the phone as well as via email. Monitor/process inbound e-mail correspondence and update associated support cases accordingly. Enable Web Support Portal accounts and troubleshoot CSP issuesPrimary Responsibilities Answer inbound customer phone callsMonitor/Process inbound e-mail correspondence for supportProvide assistance enabling Web Support Portal accounts and resolving CSP issuesCreate support cases with technically accurate problem descriptions and dispatch cases according to handling guidelinesUpdate existing support cases with a clear description of the customer’s issueEnforce paid support policy to ensure customers are receiving the support to which they are entitledAppropriately set customer expectations based on response time guidelinesFollow managerial notification guidelines based on case priorityTake ownership and solve licensing cases for internal and external F5 customersAlert Support Management in regards to Urgent support situationsProvide assistance enabling Web Support Portal accounts and resolving CSP issuesAssist with projects as needed that relate to TSC TeamResponsible 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 responsibilities and requirements are subject to change.Knowledge, Skills and Abilities Customer serviceTroubleshootingAble to work through problems with minimal help or supervisionCase management/follow-upAbility to MultitaskStrong attention to detailExcellent oral and written communicationProven ability to follow processes and proceduresTeamworkAbility to type 35 WPMExperience with Sales ForceAnalytical thinker with strong attention to detailReliable and punctual track recordQualificationsAssociates degree in a technology field or equivalent of 2+ years of related experience1 year call center experienceProficient PC skills in a Windows based environmentPhysical Demands and Work EnvironmentAbility to utilize a computer keyboardCommunicate on the telephone via headsetAbility to read material on computer monitorAbility to read printed out material F5 Networks, Inc. is an equal opportunity employer and strongly supports diversity in the workplace.#LI-AK1The 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 responsibilities and requirements are subject to change.Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).Equal Employment OpportunityIt is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.
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