Tech Support Coordinator I
Volterra
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.
Position Summary
Assist Support department by managing all inbound phone calls, ensuring short hold times. Create new cases as necessary and dispatch to appropriate support team for assistance. Set customer expectations in regards to response time. Accept ownership and provide technical assistance regarding F5 licensing issues by utilizing various troubleshooting tools to replicate/solve customer licensing issues. Typically spend 6 to 8 hours per day supporting customers over the phone as well as via email and chat. Monitor/process inbound e-mail correspondence and update associated support cases accordingly. Enable Web Support Portal accounts and troubleshoot MyF5 issues. Ensure documentation to perform job duties is available and up to date. Available as a resource for TSC’s and NSE’s. Provide training as needed to TSC’s and new NSE’s. Participate in Global Projects.
Primary Responsibilities
- Answer inbound customer phone calls
- Monitor/Process inbound e-mail correspondence for support
- Provide assistance enabling Web Support Portal accounts and resolving MyF5 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 MyF5 issues
- Assist customers with capturing necessary data for troubleshooting and sending information to F5 Networks via email or FTP
- Assist with local and global projects as needed that relate to TSC and GS Team
- Train new NSEs and Technical Support Coordinators on phone duties, ticketing system procedures and email logging and chat
- Serve as a resource for TSC and Support team when information is needed to perform job duties
- Write/Update documentation for processes, procedures and troubleshooting related to TSC job functions
- 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.
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.
Knowledge, Skills and Abilities
- Basic understand of Layers 2 & 3
- Proficient with Windows, Excel and Outlook
- Customer service/Soft skills
- Troubleshooting
- Able to work through problems with minimal 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 Salesforce preferred
- Analytical thinker with strong attention to detail
- Reliable and punctual track record
Qualifications
- Technical certifications preferred
- Associates degree in a technology field or equivalent 4+ years of related work experience
- 1 year of call center experience
- 1 year of Technical Support experience
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 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice.
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 Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity
It 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.