Technical Support Representative I

Region: USA
Location: Seattle, WA
Reports to: Team Manager
Job ID: KH-200-08-05-SEA
Status: Full Time

Organization

WatchGuard Technologies, Inc. is a leading provider of sophisticated, easy to use network security UTM solutions. We help businesses stay in business by protecting their data from the dangers of global network attacks.

Position Overview

Technical Support Representative provides first level support to WatchGuard’s customers. TSRs may be required to provide support for WatchGuard authorized resellers, distributors, internet service providers, end-users, prospects, and internal employees. Customers within each of these customer groups may have dramatically different levels of technical expertise. The TSR must be able to adjust their level of technical communication to that which is most effective for that particular customer. The TSR must also be capable of effectively and professionally communicating with customers via telephone, email, and web.

Duties and Responsibilities

Make certain that all customer issues assigned to them are properly administered.
Follow established department protocols for escalation of issues that, for technical or customer management reasons, cannot be resolved within the confines of standard Support guidelines or resources.
Good understanding of basic TCP/IP networking, XP, Win2000, NT, Win9x setup and administration, PC hardware architecture, and setup and configuration of current WatchGuard products.
Good working understanding of WAN protocols such as PPP (including PPPoE), DHCP, Frame Relay, etc.
Familiarity with security protocols such as the IPSec protocol suite and Microsoft's PPTP which are almost universally used by WatchGuard customers.
Knowing and assisting customers with issues regarding Watchguard products: setup and configuration, maintenance, and integration with common third party products.
On more complex issues that require in-depth research, TSRs are responsible for coordinating testing with Support Engineering, or as workload permits, conducting such testing on their own.
Resolving the customer issue with the assistance of team resources. If the customer issue can not be resolved, the TSR is responsible for properly escalating the issues to Support Engineers and/or management.

Experience Requirements

0-2 years experience with troubleshooting TCP/IP, WatchGuard Products, Security, Win95/98/NT, Linux, Internet Applications

Qualifications

Previous technical support/customer services experience.
Excellent communication skills both written and verbal as well as excellent organizational skills.

Educational Requirements

High School Diploma or equivalent required

WatchGuard Technologies Inc. is an equal opportunity employer. How to apply