Forcepoint Tech Support Engineer | Forcepoint | 2025 | Fresher

About Forcepoint

Forcepoint is a global cybersecurity leader dedicated to simplifying security for businesses and governments worldwide. With over 20 years of industry experience, Forcepoint has established itself as a trusted partner in protecting sensitive data and intellectual property across 150 countries. The company employs 2,700 professionals and serves more than 11,000 customers globally, backed by 300+ patents that demonstrate their commitment to innovation. Forcepoint’s cloud-native platform enables organizations to adopt Zero Trust security models seamlessly, ensuring protection regardless of where people work. Their mission-driven approach focuses on creating a safer digital world while empowering employees to bring their unique energy and expertise to solve complex security challenges. As a company that values diversity, innovation, and customer success, Forcepoint offers an excellent environment for freshers to begin their careers in the dynamic field of cybersecurity and technical support.

Job Description

The Forcepoint Tech Support Engineer position offers freshers an exceptional opportunity to join a global cybersecurity leader and develop their technical support skills in a fast-paced, customer-focused environment. This role serves as the frontline of customer interaction, where successful candidates will handle inbound calls, diagnose technical issues, and provide solutions to customers using Forcepoint’s security products and services. The position combines technical troubleshooting with excellent customer service, making it ideal for individuals who enjoy problem-solving and helping others. As a Tech Support Engineer, you’ll work with cutting-edge security technologies while building valuable experience in customer relationship management, technical documentation, and collaborative problem-solving. This entry-level position provides comprehensive training and clear career progression paths within the cybersecurity industry.

Job Overview

Roles & Responsibilities

• Customer Call Management: Handle inbound customer calls as the priority, ensuring professional, clear, and effective communication while maintaining a customer-focused approach throughout each interaction.
• Case Documentation and Triage: Accurately log, triage, prioritize, and route customer cases to the correct support queues based on issue type, severity, and product category, ensuring proper case ownership and tracking.
• First Point of Contact: Act as the first point of contact for customers, ensuring proper issue understanding, documentation, and resolution ownership while building trust and rapport with customers.
• Customer Interaction: Interact directly with customers and users throughout the case resolution process, providing regular updates and ensuring customer satisfaction at every stage.
• Policy Application: Apply company policies, procedures, and standard operating practices to resolve routine issues efficiently while maintaining compliance with established guidelines.
• Documentation Maintenance: Maintain detailed and accurate documentation of customer interactions, troubleshooting steps, and case resolutions in the company’s case management system.
• Team Collaboration: Build stable and collaborative working relationships with internal teams to ensure smooth case handling and resolution, fostering a supportive team environment.
• Workflow Compliance: Follow defined workflows, quality standards, and compliance guidelines to ensure consistent service delivery and maintain operational excellence.
• Troubleshooting Support: Assist in basic troubleshooting and issue analysis before escalating cases to higher support levels, demonstrating initiative and problem-solving skills.
• Case Monitoring: Monitor case progress and follow up to ensure timely resolution and customer satisfaction, taking ownership of cases until successful completion.
• Professional Development: Participate in team meetings, training sessions, and knowledge-sharing activities to continuously improve support quality and expand technical knowledge.
• Performance Management: Meet defined KPIs and service level targets, including call handling, case routing accuracy, response time, and customer satisfaction metrics.
• Quality Assurance: Ensure adherence to performance metrics, quality standards, and operational SLAs while maintaining high levels of customer satisfaction and service excellence.

Eligibility Criteria & Skills

• Educational Qualification: Bachelor’s degree in engineering, Computer Science, Information Technology, Electronics, or a related technical discipline from a recognized institution.
• Experience Level: 0-2 years of professional experience in technical support, customer support, IT support, or related roles, with freshers encouraged to apply.
• Communication Skills: Strong verbal and written communication skills, especially for customer-facing interactions, with the ability to explain technical concepts clearly and concisely.
• Technical Foundation: Basic understanding of hardware, software, and networking concepts, with a willingness to learn and expand technical knowledge.
• Problem-Solving Abilities: Strong problem-solving, analytical, and troubleshooting skills with the ability to think critically and find effective solutions.
• Time Management: Ability to multitask, prioritize tasks, and manage call volumes effectively while maintaining high-quality customer service.
• Customer Focus: Customer-focused mindset with professionalism and empathy, demonstrating genuine care for customer needs and satisfaction.
• Preferred Experience: Experience handling inbound technical support calls, providing an advantage in customer interaction and issue resolution.
• Technical Tools: Knowledge of ticketing systems, CRM tools, and case management workflows, with training provided for Forcepoint-specific systems.
• ITIL Knowledge: Familiarity with ITIL concepts such as incident management, triage, and escalation, providing a foundation for IT service management.
• Industry Exposure: Exposure to enterprise software, networking, or electro-mechanical systems is an advantage, demonstrating broader technical understanding.

How to Apply for Forcepoint Recruitment 2025?

1. Visit the official Forcepoint careers page using the direct application link provided below.
2. Carefully review the job description, eligibility criteria, and required qualifications to ensure you meet the requirements.
3. Prepare your updated resume highlighting relevant technical skills, academic achievements, and any internship or project experience.
4. Complete the online application form with accurate personal and educational details, ensuring all information is current and correct.
5. Upload your resume and any additional documents requested in the application process, such as academic transcripts or certificates.
6. Submit your application through the official portal and note the application reference number for future tracking.
7. Monitor your email regularly for communication from Forcepoint’s recruitment team regarding interview scheduling or additional requirements.
8. Prepare for potential technical assessments or interviews by reviewing basic networking concepts, troubleshooting methodologies, and customer service best practices.
9. Join Forcepoint’s official communication channels and follow their social media for updates on recruitment status and company news.
10. Share this opportunity with friends and colleagues who might be interested in starting their careers with a global cybersecurity leader.

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