Partner Care Representative

Role Overview

• 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.