Technical Support Coordinator

5 days ago

Chertsey, United Kingdom f5 Full time

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 Summary

Primary Responsibilities
- Answer inbound customer phone calls
- Provide assistance enabling Web Support Portal accounts and resolving CSP issues
- Create 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
- Enforce paid support policy to ensure customers are receiving the support to which they are entitled
- Appropriately set customer expectations based on response time guidelines
- Follow managerial notification guidelines based on case priority
- Take ownership and solve licensing cases for internal and external F5 customers
- Alert Support Management in regards to Urgent support situations
- Provide assistance enabling Web Support Portal accounts and resolving CSP issues
- Assist with projects as needed that relate to TSC Team
- Responsible 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.

Knowledge, Skills and Abilities
- Customer service
- Troubleshooting
- Able to work through problems with mínimal help or supervision
- Case management/follow-up
- Ability to Multitask
- Strong attention to detail
- Excellent oral and written communication
- Proven ability to follow processes and procedures
- Teamwork
- Ability to type 35 WPM
- Experience with Sales Force
- Analytical thinker with strong attention to detail
- Reliable and punctual track record

**Qualifications**:

- Associates degree in a technology field or equivalent of 2+ years of related experience
- 1 year call center experience
- Proficient PC skills in a Windows based environment

Physical Demands and Work Environment
- Ability to utilize a computer keyboard
- Communicate on the telephone via headset
- Ability to read material on computer monitor
- Ability to read printed out material

F5 Networks, Inc. is an equal opportunity employer and strongly supports diversity in the workplace.

Equal Employment Opportunity

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