Technical Support Coordinator III

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. Monitor/process inbound e-mail correspondence and update associated support cases accordingly. Enable Web Support Portal accounts and troubleshoot CSP 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. 

Primary Responsibilities

• Answer inbound customer phone calls
• Monitor/Process inbound e-mail correspondence for supportcase
• Provide assistance enabling Web Support Portal accounts and resolving CSP 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 CSP issues
• Assist customers with capturing necessary data for troubleshooting and sending information to F5 Networks via email or FTP
• Assist with projects as needed that relate to TSC Team
• Train new NSEs and Technical Support Coordinators on phone duties, Siebel procedures and email logging
• 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 and Outlook
• Customer service
• 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 Clarify 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 call center experience
• 1 year 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 Networks, Inc. is an equal opportunity employer and strongly supports diversity in the workplace.

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.