TAC ENGINEER (FIREWALL SUPPORT – L2/ L3)

We are looking for a Support Specialist with support case management experience to handle level 2 & level 3 TAC support for PaloAlto Networks. Incumbent will support various end customers of PaloAlto Networks in resolving their technical issues or escalate to proper stakeholders.

In this role you will be managing cases from various end customers across the geography using the ServiceNow case management tool, via web-based portal or via incoming call. You will be working with multiple internal tools to resolve the issues as per the SLA/KPI. You are also expected to have a high case management understanding.

Your role As a TAC TSE, you will:

• Act as the front line to queue and assign cases
• Re-queue cases as appropriate for escalations/ redirection to different teams.
• Deal with different technical issues of customers with respect to network, security devices and other products of PaloAlto Networks.
• Manage incoming cases, update the cases in a timely manner.
• Resolve the technical queries within the mentioned SLA.
• Collaborate with teams across geographies in re-assigning cases and or providing technical updates to cases.
• Undergo periodic training on the products and go through evaluation for getting promoted to next level.
• Be the first line of customer support and manage the customer’s expectation all while keeping the CSAT score intact.
• Provide explanations and review long pending cases and DSATs received in any transactions.

Our Requirements:

• Bachelor’s degree
• Minimum 1 year in the relevant field
• Understanding of case management operations and process.
• Demonstrated ability to collaborate cross-functionally with multiple teams and stakeholders.
• Demonstrated ability to adapt to new tools and learn quickly.
• Be self-motivated, organized, and work independently in a fast-paced, dynamic environment.
• Excellent written and verbal communication skills for the purpose of communicating with customers of any level.Education and required skills

What we offer:

Multi Sport Card

Private health Insurance 

Subsidized meals

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