Offer support to Sophos partners through telephone and email correspondence, adhering to department standards such as average call duration and wait times.
Respond to inquiries from partners regarding Sophos products and services promptly and professionally.
Provide accurate and detailed information about product features, specifications, and other post-sales information.
Collaborate with cross-functional teams, including Customer Care, Sales, Licensing, SalesOps and Technical Support, to ensure seamless partner experiences.
Actively listen to partner feedback and concerns, escalating issues as necessary to appropriate internal teams for resolution.
Identify opportunities to upsell or cross-sell products and services to partners.
Develop and maintain strong relationships with key partners by providing ongoing support and guidance.
Meet or exceed performance targets.
Maintain accurate documentation and record all interactions and communications with partners via telephone and email.
Utilise Salesforce to diligently record all activities, ensuring daily updates are made to track the progress of each partner’s case.
Handle partner complaints and escalations professionally and proactively.
Play an active role in developing new or revised processes and procedures.
Requirements
Proven experience in a customer service or support role, preferably in the cybersecurity industry.
Strong communication skills, both written and verbal.
Excellent problem-solving and troubleshooting abilities.
Ability to work effectively in a fast-paced, team-oriented environment.
Strong organisational and time management skills.
Demonstrated ability to build and maintain relationships with partners.
Excellent listening, verbal and written communication skills.
Handle escalated calls while using good judgment to make sound recommendations.
Collaborative team player who helps build team morale.
Positive and friendly demeanour.
Tech Stack
Cyber Security
Benefits
Sophos operates a remote-first working model, making remote work the primary option for most employees.
Employee-led diversity and inclusion networks that build community and provide education and advocacy.
Annual charity and fundraising initiatives and volunteer days for employees to support local communities.
Global employee sustainability initiatives to reduce our environmental footprint.
Global fitness and trivia competitions to keep our bodies and minds sharp.
Global wellbeing days for employees to relax and recharge.
Monthly wellbeing webinars and training to support employee health and wellbeing.