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.Role Overview:To assist Support Department by leading all inbound phone calls, ensuring short hold times. Build new cases as necessary and dispatch to appropriate support team for assistance. Set customer expectations regarding response time. Accept ownership and provide technical assistance regarding F5 licensing issues by utilizing various troubleshooting tools to replicate/tackle customer licensing issues. Typically spend 7 to 8 hours per day supporting customers over the phone as well as via email and chat. Supervise inbound e-mail correspondence and update associated support cases accordingly. Enable Web Support Portal accounts and solve CSP issues.Sounds interesting? Read on!What You’ll Do:Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.Answer inbound customer phone calls to provide chat support to our customers and supervise/process inbound e-mail correspondence for building support cases with technically accurate problem descriptions and dispatch cases according to handling guidelines.Update existing support cases with a clear description of the customer’s issue and appropriately set customer expectations based on response time guidelines.Provide assistance enabling Web Support Portal accounts and resolving CSP issues.Implement paid support policy to ensure customers are receiving the support to which they are entitled and advise F5 Sales and make notation on customer accounts when one free call is provided.Follow managerial notification guidelines based on case priority and alert Support Management regarding urgent support situations.Take ownership and tackle licensing cases for internal/external F5 customers and assist them with capturing necessary data for fixing and sending information to F5 Networks via email or FTP.Write/Update documentation for processes, procedures and troubleshooting related to TSC job functions and train new NSEs and Technical Support Coordinators on phone duties, support procedures, chat support and email logging.Assist with projects as needed that relate to TSC Team and perform additional projects as the need arises.What You’ll Bring:Associate degree in a technology field or at least 5 years’ experience, of which a minimum 3-year call centre experience is preferred.Able to work during the weekend as the role is a full weekend role, for example working Thursday to Monday, rest on Tuesday and Wednesday.Proficient PC skills in a Windows based environment and experience with Salesforce a plusHaving multiple language skills are a plus but must be able to read, write and speak English fluently.Possess good troubleshooting skills, attention to details and able to work through problems with minimal help or supervision.Good customer service with case management/follow-up skills and possess ability to multitask and follow processes and procedures.Duties are performed in an office environment while sitting at a desk or computer table.What You’ll Get:Hybrid working modeCareer growth and development opportunities Recognitions and RewardsEmployee Assistance ProgramCompetitive pay, comprehensive benefits, and cool perksCulture of Giving BackDynamic Diversity & Inclusion Interest GroupsApply if you believe your own unique capabilities can contribute to the success of this role and our organization!#LI-BH1The 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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