Partner Care S3

This is a fully remote position, open to applicants in India.

📋 Description

• Provide assistance to Sophos partners via phone and email while adhering to departmental standards for call duration and wait times.

• Address partner inquiries regarding Sophos products and services in a timely and professional manner.

• Deliver precise and detailed information about product features, specifications, and post-sales support.

• Collaborate with teams in Customer Care, Sales, Licensing, SalesOps, and Technical Support.

• Cultivate an extensive understanding of Sophos products and services.

• Attend to partner feedback and concerns, escalating issues to the appropriate internal teams.

• Recognize opportunities to upsell or cross-sell products and services.

• Establish and nurture strong relationships with key partners.

• Achieve or surpass performance targets.

• Maintain accurate records of partner interactions and communications.

• Utilize Salesforce to document activities and track partner case updates on a daily basis.

• Address partner complaints and escalations with professionalism.

• Assist in the development of new or revised processes and procedures.

• Work collaboratively with peers and other teams to uphold a partner-centric approach.

• Comply with best practices in Sophos Support Services.

• Engage in team and departmental meetings and propose enhancements.

⛳️ Requirements

• Demonstrated experience in a customer service or support position, ideally within the cybersecurity sector.

• Excellent written and verbal communication capabilities.

• Proficiency in conveying technical information to individuals without a technical background.

• Strong problem-solving and troubleshooting skills.

• Ability to thrive in a dynamic, team-oriented environment.

• Exceptional organizational and time management abilities.

• Proven track record of building and sustaining relationships with partners.

• Capability to guide partners through issue resolution via phone, chat, and email.

• Experience in managing escalated calls and providing sound recommendations.

• A collaborative team player.

• Friendly and positive attitude.

• Experience working within a matrix structure and collaborating with peers, senior Partner Care Team members, and other departments.

• Legally authorized to work in India without employer sponsorship.

🏝️ Benefits

• Remote-first working model, with remote work being the primary option for most employees.

• Employee-led initiatives for diversity and inclusion.

• Annual charity and fundraising events.

• Volunteer days available.

• Global sustainability initiatives for employees.

• Participation in global fitness and trivia competitions.

• Global wellbeing days offered.

• Monthly webinars and training sessions focused on wellbeing.

• An inclusive and equal-opportunity workplace.

• Adjustments available in the recruitment and selection process to support applicants.