Technical Support Representative

Job Summary

Shape the Future of Cybersecurity at ForeScout

Responsibilities

The Technical Support Representative (TSR) is a key support resource and essential contributor to the Customer Success Organization. As a member of the Technical Support Engineering Team, you will have the opportunity to work closely with and learn from a team of highly skilled security engineers and technical leaders. This is an excellent opportunity for substantial professional growth and to develop your technical skills across a broad range of products.

In this role, you will assist customers with technical issues to ensure optimal performance of our products and solutions within large and complex customer environments. The TSR is the first point of contact and the first level of support for our customers. You will need a solid understanding of ForeScout products and basic knowledge of the environments in which they are deployed. Under the guidance of Technical Support Leadership, you will take ownership of assigned projects to address and resolve customer issues. Competencies essential to your success in this role include customer service, problem-solving, organization, and time management combined with agility of learning and technical aptitude.

• Process Lead/Customer portal registrations

• Troubleshooting and investigating customer-reported issues.

• Share relevant KBs and documentation with customers.

• Assist in Customer login creation cases.

• Handle licensing, hardware, and low-severity cases within guidelines and escalate if necessary.

• Manage RMA cases once processed by TSEs and monitor them until completion.

• Can be replaced with: Escalate unresolved issues to TSEs.

• Provides collaborative support to customers, other ForeScout employees, and partners.

• Follow standard processes and procedures.

• Collaborate and answer questions in the Customer Portal.

• Can be replaced with: Assist TSEs with collecting relevant information on case + logs etc.

• Creates KB articles and notes.

• Increase personal technical knowledge through online training, documentation, and hands-on experience.

• Provide feedback to improve product quality/functionality

  Requirements

  Technical Qualifications

• Basic level of understanding of Operating Systems (Linux, Windows, Macintosh, and UNIX).

• Good knowledge of enterprise networking environments.

• Experience installing and implementing network access control security solutions is a plus.

• Self-starter with initiative to learn the product in a training class and on-the-job.

  General Qualifications

• 3+ years of experience in a customer-facing support role (in an enterprise level support environment is a plus).

• 3+ years of experience troubleshooting hardware-related issues.

• Outstanding customer-facing skills.

• A team player who can also work independently in a fast and dynamic technical support environment.

• Ability to assess situations and adapt according to customer needs.

• Capable of documenting problems and solutions for internal as well external customers.

• Ability to follow documentation and case management practices.

• Flexible working in the rotational shift.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.