Business
COL | Aug 11, 2022

Fortinet opens new Technical Assistance Center in Colombia to enhance daytime service to the customers across American continents

/ Our Today

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Fortinet a global leader in broad, integrated, and automated cybersecurity solutions, announced the opening of its new Technical Assistance Center (TAC) in Colombia. 

This centre reinforces the presence of the other technical support points in the Americas, located in Vancouver, Ottawa, Florida, Mexico City and Uberlandia in Brazil, and is already operating with plans of expanding its operation, hiring up to 80 cybersecurity experts by the end of 2022.

In addition, Fortinet is expecting to increase this number, reaching up to 170 cybersecurity experts working on Colombia’s TAC over the next five years, answering to the increasing demand of Fortinet cybersecurity services within a third of the world’s timezones covering the American continents.

“This opening also comes with the construction of a additional lab capability which is going to allow us to solve in a quicker and more effective way every query or technical difficulty a customer might be experiencing, we will be able to replicate problems or even copy the errors in a safety environment that doesn’t affect the operation of the customer.”

Omar Campos, vice president of of Support and Services in Fortinet for Latin America and the Caribbean

“The opening of the new TAC in Colombia supports our commitment of generating job offerings and training at an expert level within the region, representing up to 200 per cent growth of operative capacity in Fortinet centres across America,” said Omar Campos, vice president of of Support and Services in Fortinet for Latin America and the Caribbean. 

“This opening also comes with the construction of a additional lab capability which is going to allow us to solve in a quicker and more effective way every query or technical difficulty a customer might be experiencing, we will be able to replicate problems or even copy the errors in a safety environment that doesn’t affect the operation of the customer.”

On this first stage, TAC Colombia, with offices located in Bogota, will be in charge of providing technical support services to up to about 55 per cent of Fortinet’s clients during daytime hours of the American continents. This new centre promises to keep maintaining a high index of customer satisfaction (CSAT) which is currently located on a range superior to 90 per cent of the total volume of the solicitudes.

Latin America and the Caribbean suffered more than 289 billion cyberattack attempts during 2021, according to data provided by FortiGuard Labs of Fortinet.

In this context, the organisations across the region should be better prepared with an integral automated security approach to prevent, detect, and mitigate these risks than can potentially compromise their operations. The support strategy has become an important element, because now more than ever there is a need of a trustworthy supplier that’s capable of delivering high level assistance with the capacity of answering quick and with quality to all the incidents and consultations that are critic to operate and maintain (O&M) the technical solutions that are backing the digital security of the companies.

“We understand that customer service is an integrated experience that goes beyond problem solving. Our experts in cybersecurity are focused on improving key soft skill as communication, teamwork, empathy, and critical thinking, that combined with their first level technical skills, have taken us to keep high index of customer satisfaction in every support area over the last 10 years,” concluded Campos.

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