Technical Support Representative I - Remote

Overview

The Technical Support Representative I (TSR I) provides in-depth support to WatchGuard’s customers and partners, working on complex problem-solving around Networking and WatchGuard services.

In Short

• Flexible work environment with options to work from home or office.
• Provide technical support to customers and partners.
• Communicate effectively via telephone, email, and web.
• Manage and troubleshoot cases in a high-paced environment.
• Participate in new product training and beta programs.
• Collaborate with Subject Matter Experts to share knowledge.
• Prepare cases for escalation when necessary.
• Regular meetings with management to track progress.
• Strong focus on customer satisfaction and results.
• Adapt quickly to new technologies and changes.

Requirements

• Fluent in English and Spanish, both spoken and written.
• Excellent communication skills.
• Strong time management and proactive nature.
• Experience with CRM systems, preferably Salesforce.
• Bachelor’s degree or IT Networking/Security Certification (e.g., Network+, CCNA, Security+).
• 1-2 years of experience in technical support or helpdesk roles.
• Strong understanding of TCP/IP networking and OSI model troubleshooting.
• Familiarity with Windows and Macintosh operating systems.
• Knowledge of VPN technologies and authentication protocols.
• Understanding of cloud platforms like Azure and AWS.

Benefits

• Flexible work options.
• Opportunities for professional growth and development.
• Participate in product training and feedback sessions.
• Collaborative work environment.
• Regular check-ins with management for career guidance.