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Customer Service Representative

Company: Palo Alto Networks Inc.
Location: Plano
Posted on: June 8, 2021

Job Description:

Company Description

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Job Description

Your Career

Candidates will be responsible for assisting worldwide customers with administrative issues originating from phone calls, email and Web cases . Will verify entitlement, and ensure that high priority cases are handled in accordance with contractual SLAs. Will be the point of contact and work cases for customers with licensing or Support account login issues. Will be able to think logically and troubleshoot complex licensing issues related to hardware and cloud products.

Will liaise with Product Marketing, Operations, and Sales on behalf of customers and will oversee and properly route correspondence received by the Support Department. Will be responsible for writing internal and external administrative and procedural documents. Must have a professional manner and strong verbal, written and customer service skills and a demonstrated ability to multitask in a fast paced technical environment.

Responsibilities include:

  • Delivery of world class customer support to internal and external customers.

  • Thorough understanding of hardware and cloud product licensing and entitlements.

  • Provide phone, email and Web case support to internal and external customers with administrative issues.

  • Oversee Support correspondence, ensuring that it reaches the proper recipients.

  • Create procedural documentation for internal and external customers.



  • Customer service experience in a large corporate environment.

  • Excellent written and verbal communication skills.

  • Organized and logical thinker with non-technical troubleshooting skills.

  • Ability to effectively manage many different tasks simultaneously.

  • Self-starter who can learn quickly and adjust to change as new products and processes are introduced.

  • Must be a reliable and dependable team player.

  • Basic computer and Google Workspace skills and Sales Force or other case management system.

Additional Information

Our Commitment

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Keywords: Palo Alto Networks Inc., Plano , Customer Service Representative, Other , Plano, Texas

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