Technical Support Triage Representative – French

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October 24

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WatchGuard Technologies

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Cybersecurity • Security • Enterprise

WatchGuard Technologies is a cybersecurity company specializing in providing comprehensive security solutions for businesses and managed service providers (MSPs). Their offerings include network security products like firewalls and secure Wi-Fi, endpoint security with detection and response capabilities, and identity security featuring multi-factor authentication. WatchGuard's Unified Security Platform integrates these services to deliver efficient, scalable, and automated security management. The company focuses on simplifying cybersecurity with AI-driven technologies and threat intelligence, making it accessible and effective for a range of industries.

1001 - 5000 employees

Founded 1996

🔒 Cybersecurity

🔐 Security

🏢 Enterprise

📋 Description

• 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

🎯 Requirements

• Fluent in Spanish, French and 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.

🏖️ Benefits

• caregiver support benefits • parental leave • family care resources • flexible work arrangements tailored to individual needs • flexible work options