Customer Service Representative - EMEAPalo Alto Networks
THIS JOB HAS EXPIRED
The successful applicant will be responsible for management of the Technical Support Engineering case assignments originating from phone calls, email and the Web. Will verify entitlement, and ensure that high priority cases are handled in accordance with contractual SLAs. Will be the point of contact and work cases for customers with entitlement, licensing or Support Portal login issues, and will assist with temporary licensing for purchased devices and license extensions for customer evaluation units. Will liaise with Product Marketing, Operations, and Sales on behalf of customers. Will oversee and properly route correspondence received by the Support Department, provide answers to simple customer questions, open simple bugs, and familiarize customers with the Knowledge Point document repository. Must have a professional manner and strong verbal, written and customer service skills and a demonstrated ability to multitask in a fast paced technical environment. Repsonsibilities include:
Manage Support cases to ensure that they are assigned to engineers in a timely manner.
Oversee all correspondence to Support, ensuring that it is addressed by the proper individuals.
Provide support to customers with non-technical or simple technical issues.
Excellent written and verbal communication skills.
Strong customer service background.
Basic computer skills, Sales Force or other case management system and Outlook specifically.
Ability to effectively manage many different tasks simultaneously.
Basic knowledge of internetworking terminology a plus.