Technical Support Triage Representative

Posted Nov 19

WatchGuard embraces a Flexible Work Philosophy. Most of our employees can choose to work from the office, at home, or any combination of the two. We’ve built a global workforce of outstanding team members and a flexible culture built on trust, collaboration, and belonging.

Position Overview:

The Technical Support Triage Representatives (TSTR) is responsible for working directly with WatchGuard authorized resellers, distributors, internet service providers, end-users, prospects, and internal employees to determine the severity and urgency of technical support requests and preparing relevant support data for Technical Support Representatives (TSR). Customers within each of these groups may have dramatically different levels of technical expertise. The TSTR must be able to adjust their level of technical communication to that which is most effective for that customer. The TSTR must project a professional company image through phone and online interaction.

Duties/Responsibilities:

  • Provide superior customer service and support to all customers by telephone, web, email, and/or chat
  • Show empathy and ownership of customer issues
  • Analyze, evaluate and determine urgency of all customer incidents
  • Translate and route customer support requests into appropriate incident format and queue to the prescribed technical support team.
  • Resolve support calls involving known issues or procedures described in published documentation with emphasis on first contact resolution.
  • Assess customer’s Support Contract status to determine support eligibility for hardware and configuration issues
  • Gathering necessary technical data to begin support, including detailed problem descriptions, customer network details and WatchGuard configuration
  • Matching customer problem descriptions to WatchGuard guides, known issues, and FAQ’s
  • Educate and review Self-help content with customers and attach to cases for later reference
  • Apply technical knowledge, trainings, and certification continue learning through case management and customer interaction, and become a WatchGuard evangelist
  • Duties and responsibilities may vary based on customer demand and skill level

Skills and Qualifications:

  • Native/Fluent in French, both speaking and writing.
  • Fluent in English both speaking and writing.
  • Excellent written and verbal communication skills.
  • Strong time management skills, results-focused, and a proactive nature.
  • Ability to learn quickly and to adapt easily to change.
  • Experience using CRM systems, Saleforce preferred.
  • 1-2 years’ experience in technical support/helpdesk role troubleshooting network and/or network security problems.
  • Strong understanding of TCP/IP networking, applying OSI model troubleshooting methodology, Windows and Macintosh operating systems, and VPN technologies and their corresponding protocols.
  • Familiarity with authentication protocols (LDAP, RADIUS, etc.), cloud platforms such as Azure and AWS, multifactor authentication software, antivirus, intrusion prevention software, and WAN protocols.
  • Minimum medium-grade professional training in IT related field or an equivalent combination of education and experience. 

Why Work for WatchGuard?

WatchGuard is a global leader in network security and intelligence, advanced endpoint protection, multi-factor authentication, and secure Wi-Fi. Our award-winning products and services are trusted worldwide by more than 18,000 security resellers and service providers to protect more than 250,000 customers. Our technology keeps our customers ahead of increasingly sophisticated hackers and has fueled record revenues at WatchGuard.

WatchGuard is headquartered in Seattle, Washington, with team members working remotely and in offices worldwide.

Our company culture places an intense focus on our customers and employees. From the newest employee to our CEO, you'll find that each person at WatchGuard embodies our Core Values: Accountability, Community, Belonging, Action, Innovation, and Customer-Centric. Learn more about our company culture at www.watchguard.com/wgrd-careers.

WatchGuard provides equal employment opportunities for all qualified employees, regardless of their race, color, national origin, religion, ancestry, creed, pregnancy, age, sex, sexual orientation (including gender expression or identity), marital status, mental or physical disability, honorably discharged veteran or military status or any other category protected by federal, state or local laws. Our equal employment opportunity (or EEO) policy focuses solely on the talent, hard work, contributions, and actual results achieved by each WatchGuard employee and on the potential of employment candidates to make such contributions. We consider focusing on an employee's protected characteristics rather than on talent, hard work, and actual work results to violate our EEO policy. As an Equal Opportunity Employer, we are committed to a diverse workforce. WatchGuard participates in E-verify.

WatchGuard is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability.