Contact Center Representative

Full Job Description

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Job ID: 27-0470

Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use.

We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an employer that complies with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity regardless of race, gender, religion, sex, sexual orientation, national origin, or disability

Envision yourself at Barracuda

Do you like talking with customers? Is front-line customer service a passion of yours? Barracuda Networks is looking for experienced Contact Center Representatives to join our team. This role is a customer-facing position requiring superb customer focus and soft skills. In this position, you will be answering our 24x7 main technical support line for customers and resellers who are needing technical support.

What you’ll be working on

• The contact center team is responsible for answering all inbound calls for Barracuda’s award-winning technical support team

• You will quickly gather pertinent information from the customer to create their support case

• Having the ability to understand the customer's technical issue, prioritizing support, and transferring the customer to the correct product support team queue is critical

• You should be able to quickly adapt to changing situations and show empathy for our customers who are seeking technical support

• Day to day taskings can include handling inbound customer calls, outbound customer verification calls, live chat, and email case creation

• As a Contact Center team member, you may be tasked with handling premium support and professional service calls. These are our white glove customers that require your absolute best

What you bring to the role

• Associates Degree preferred or High School Diploma or GED

• Prior customer service experience with exceptional customer service skills with demonstrated abilities in customer support and satisfaction

• Microsoft Office experience

• Exceptional communication, written and verbal, including telephone etiquette

• Persistence and attention to detail with strong organizational skills with an ability to multi-task and prioritize assigned tasks in a fast-paced environment

• Effective communication skills including comprehension, written and verbal skills

• Ability to work independently with minimal management supervision, as well as part of a team. Reliable and dedicated work ethic with a demonstrated Positive attitude and willingness to learn with a “can-do” spirit

• Possesses professional and courteous demeanor

• Ability to quickly adapt to changing circumstances, direction, and strategy

What you’ll get from us

A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.