Technical Support Triage Representative - French

Technical Support Triage Representative - French

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Position Overview

The Technical Support Triage Representative (TSTR) works 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 prepare relevant support data for Technical Support Representatives (TSR). The TSTR must adjust communication level to the customer and project a professional company image through phone and online interaction.

Duties / Responsibilities

• Provide superior customer service and support to all customers by telephone, web, email, and / or chat.
• Show empathy and ownership of customer issues.
• Analyze, evaluate, and determine urgency of all customer incidents.
• Translate and route customer support requests into appropriate incident format and queue to the prescribed technical support team.
• Resolve support calls involving known issues or procedures described in published documentation with emphasis on first‑contact resolution.
• Assess customer’s support‑contract status to determine support eligibility for hardware and configuration issues.
• Gather necessary technical data to begin support, including detailed problem descriptions, customer network details, and WatchGuard configuration.
• Match customer problem descriptions to WatchGuard guides, known issues, and FAQs.
• Educate and review self‑help content with customers and attach to cases for later reference.
• Apply technical knowledge, training, and certifications; continue learning through case management and customer interaction; become a WatchGuard evangelist.
• Duties and responsibilities may vary based on customer demand and skill level.

Skills and Qualifications

Why Work for WatchGuard?

WatchGuard is a global leader in network security and intelligence, providing advanced endpoint protection, multi‑factor authentication, and secure Wi‑Fi. We trust our products worldwide to protect over 250,000 customers and have fueled record revenues. We foster an inclusive workplace that values each team member’s unique background, experiences, and contributions. Our flexible work options and broad range of caregiver support benefits empower you to thrive professionally and personally.

WatchGuard provides equal employment opportunities for all qualified employees, regardless of race, color, national origin, religion, ancestry, creed, pregnancy, age, sex, sexual orientation (including gender expression or identity), marital status, mental or physical disability, honorably discharged veteran or military status, or any other category protected by federal, state or local laws. WatchGuard participates in E‑Verify. WatchGuard is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability.

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