Job Description
The Technical Support Triage Representatives (TSTR) is responsible for working directly with WatchGuard authorized resellers, distributors, internet service providers, end-users, prospects, and internal employees to determine the severity and urgency of technical support requests and preparing relevant support data for Technical Support Representatives (TSR).
Customers may have dramatically different levels of technical expertise, and the TSTR must adjust their level of technical communication to be effective. The TSTR must project a professional company image through phone and online interaction. Duties include providing customer service, analyzing customer issues, translating requests, resolving support calls, assessing contract status, gathering data, matching problems to solutions, and educating customers.
About WatchGuard
WatchGuard is a global leader in network security and intelligence, advanced endpoint protection, multi-factor authentication, and secure Wi-Fi.