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.Job DescriptionDo 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 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.Your Day-to-DayWe are looking for someone that would answer inbound customer phone calls as well as monitor and take inbound e-mail correspondence for supportYou will support the web portals and resolve CSP issuesBuild support cases with technically accurate problem descriptions and dispatch cases according to handling guidelinesCarry out paid support policy to ensure customers are receiving the support to which they are entitledAppropriately set customer expectations based on response time guidelinesTake ownership and take on licensing cases for internal and external F5 customersProvide assistance enabling Web Support Portal accounts and resolving CSP issuesAssist customers in bringing together necessary data for troubleshooting and sending information to F5 Networks via email or FTPAssist with projects as needed that relate to TSC TeamTrain new NSEs and Technical Support Coordinators on phone duties, Siebel procedures and email loggingServe as a resource for TSC and Support team when information is needed to perform job dutiesWrite/Update documentation for processes, procedures, and troubleshooting related to TSC job functionsResponsible 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.What You Will Bring to the TeamProficient with Windows and OutlookCustomer service while working with a TeamAble to work through problems with minimal help or supervision with Case management/follow-upAbility to Multitask with Proven attention to detailExcellent oral and written communicationShown ability to follow processes and procedures with solid attention to structureAbility to type 35 WPMReliable and punctual track recordQualifications1+ years' of call center experiencePhysical Demands and Work EnvironmentDuties 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.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.Phishing AlertPlease 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. Reasonable accommodation is available for qualified individuals with disabilities, upon request.#LI-AP2 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.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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