Partner Care – Senior

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

📋 Description

• Assist Sophos partners through email and telephone communication while adhering to departmental standards.

• Respond swiftly and professionally to partner inquiries regarding Sophos products and services.

• Provide precise information about product features, specifications, and post-sales issues.

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

• Listen to partner feedback and escalate issues for resolution as necessary.

• Identify opportunities for upselling and cross-selling.

• Build and sustain relationships with key partners.

• Achieve or surpass performance goals.

• Document partner interactions and uphold quality-standard records.

• Utilize Salesforce to log activities and update partner case status on a daily basis.

• Address partner complaints and escalations effectively.

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

• Take part in team and departmental meetings, offering recommendations for improvements.

• Adhere to Sophos Support Services best practices.

⛳️ Requirements

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

• Strong verbal and written communication skills.

• Capability to explain technical information to non-technical stakeholders.

• Exceptional problem-solving and troubleshooting skills.

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

• Strong organizational and time management abilities.

• Capacity to establish and maintain relationships with partners.

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

• Skill in managing escalated calls with sound judgment.

• A collaborative team-player mentality.

• Experience working within a matrix organizational structure.

• Legal authorization to work in the Philippines without employer sponsorship.

🏝️ Benefits

• Remote-first working model.

• Employee-led diversity and inclusion networks.

• Annual charity and fundraising initiatives.

• Volunteer days.

• Global employee sustainability initiatives.

• Global fitness and trivia competitions.

• Global wellbeing days.

• Monthly wellbeing webinars and training.

• Equal-opportunity and recruitment-process adjustments.