Job Description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
F5 technologies are at the heart of modern applications that are enabling digital transformation across the globe! We give the world’s largest businesses, service providers, governments, and consumer brands the ability to securely deliver every app, anywhere—with confidence. We do this by working collaboratively in an innovative environment and helping each other succeed. We take great pride in being trusted advisers to our customers and offering the best solutions for their interests. If our mission and culture excite you, we would love to talk to you!
Located in Singapore.
Assist Support department by leading all inbound phone calls, ensuring short hold times. Build new cases as necessary and dispatch to appropriate support team for assistance. Set customer expectations regarding response time. Accept ownership and provide technical assistance regarding F5 licensing issues by utilizing various troubleshooting tools to replicate/tackle customer licensing issues. Typically spend 7 to 8 hours per day supporting customers over the phone as well as via email. Supervise inbound e-mail correspondence and update associated support cases accordingly. Enable Web Support Portal accounts and solve CSP issues.
Responsibilities

• Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
• Answer inbound customer phone calls
• Supervise/Process inbound e-mail correspondence for support
• Provide assistance enabling Web Support Portal accounts and resolving CSP issues
• Build support cases with technically accurate problem descriptions and dispatch cases according to handling guidelines
• Update existing support cases with a clear description of the customer’s issue
• Implement paid support policy to ensure customers are receiving the support to which they are entitled
• Appropriately set customer expectations based on response time guidelines
• Follow managerial notification guidelines based on case priority
• Take ownership and tackle licensing cases for internal and external F5 customers
• Alert Support Management in regards to Urgent support situations
• Advise F5 Sales and make notation on customer accounts when one free call is provided
• Provide assistance enabling Web Support Portal accounts and resolving CSP issues
• Assist customers with capturing necessary data for fixing and sending information to F5 Networks via email or FTP
• Provide backup for RMA Coordinator
• Assist with projects as needed that relate to TSC Team
• Perform additional projects as the need arises
• Train new NSEs and Technical Support Coordinators on phone duties, Siebel procedures and email logging
• Write/Update documentation for processes, procedures and troubleshooting related to TSC job functions

Knowledge, Skills and Abilities

• Good customer service
• Troubleshooting skills. Able to work through problems with minimal help or supervision
• Case management/follow-up
• Ability to multitask with proven ability to follow processes and procedures
• Teamwork
• Ability to type 35 WPM. Experience with Siebel a plus
• Analytical thinker with good attention to detail
• Reliable and punctual track record

Language Requirements

• Must be able to read, write and speak English fluently.
• Multiple language skills are a plus.

Qualifications

• Associates degree in a technology field or equivalent work experience
• At least 5 years’ experience, of which a minimum 3 year call center experience preferred
• Proficient PC skills in a Windows based environment
• Technical certification preferred

Physical Demands and Work Environment

• Duties are performed in an office environment while sitting at a desk or computer table.
• Duties require the ability to utilize a computer keyboard, communicate over the telephone, and read printed material on computer monitor.
• Duties will require being on call periodically and working outside normal working hours (evenings and weekends).

F5 Networks, Inc. is an equal opportunity employer and strongly supports diversity in the workplace.
The is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com