Partner Care Representative
New
S
SophosCybersecurity
Location: Philippines; Workplace: RemoteFull-Time
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Required Skills
- CybersecuritySalesforceProblem SolvingCustomer serviceTroubleshootingCustomer support
Requirements
- Have experience in a customer service or support role; cybersecurity industry experience is preferred.
- Communicate technical information clearly to non-technical individuals in writing and verbally.
- Demonstrate problem-solving and troubleshooting abilities.
- Work effectively in a fast-paced, team-oriented environment.
- Have strong organizational and time-management skills.
- Build and maintain relationships with partners.
- Listen effectively and guide partners through issue-resolution steps by phone, chat, and email.
- Handle escalated calls and use sound judgment when making recommendations.
- Collaborate with peers, senior Partner Care Team members, and other departments in a matrix structure.
Responsibilities
- Support Sophos partners by telephone and email, following department standards for call duration and wait times.
- Respond promptly and professionally to partner inquiries about Sophos products and services.
- Provide accurate information about product features, specifications, and post-sales matters.
- Coordinate with Customer Care, Sales, Licensing, SalesOps, and Technical Support to address partner needs.
- Listen to partner feedback and escalate issues to the appropriate internal teams for resolution.
- Identify opportunities to upsell or cross-sell products and services.
- Build and maintain relationships with key partners through ongoing support and guidance.
- Record partner interactions and case progress in Salesforce, updating activities daily.
- Handle partner complaints and escalations professionally and help improve processes and procedures.
View Full Description & ApplyYou'll be redirected to the employer's site
