| Description: |
| You will be the person whom customers call when they have technical about Zscaler's web security offerings. As such, it is expected that you will become an expert in the web security application—both from the customer’s experience (the “front end” or GUI), as well as the underlying logic and key processes that form the basis of the web security solution. You will be challenged to help the customer interpret his experiences using Zscaler’s system and identify the underlying reason for his experiences. |
| Requirements: |
- Education: 2 years of college; graduate is desired.
- Language: Bilingual (any language) desired.
- Technical support employment making use of knowledge in the realms of TCP/IP, HTTP, proxies, UNIX, and DNS.
- Skills: Excellent verbal (spoken and written) and phone skills; experienced with UNIX/FreeBSD; excellent troubleshooting skills; able to multi-task.
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| Essential Duties and Responsibilities: |
- Work in an Automated Call Distribution network responding to customer technical questions about product functionality, answer “how do I…?” questions, and investigate/confirm perceived product defects, etc.
- Maintain open communication with colleagues and management about customer issues
- Document all customer issues/cases in CRM system.
- Create written summaries of customer “hot topics” for colleagues and management.
- Respond to email from customers as professionally as if they were voice conversations.
- Seek assistance immediately from colleagues and management when you do not have the ability to fully address a customer issue or question.
- Be innovative and persistent in diagnosing customer concerns.
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The Cloud Security Company™
