Partner Care Representative

Sophos

Partner Care Representative delivering accurate information regarding Sophos products and services to partners. Ensuring positive partner experiences and collaboration with internal teams.

Posted 4/9/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

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, ensuring compliance with department quality standards.
Utilise Salesforce to diligently record all activities, ensuring daily updates are made to track the progress of each partner’s case.
Handling partner complaints and escalations professionally and proactively.
Approach assignments with an open, cooperative, positive, and team-oriented attitude.
Play an active role in developing new or revised processes and procedures.
Collaborate closely with peers, fostering cooperation and coordination among teams and functions to maintain a partner-focused approach.
Adhere to the best practices of Sophos Support Services to ensure efficient and effective partner support.
Actively participate in team and departmental meetings by offering feedback on daily activities and suggesting recommendations for improvement.
Collaborate closely with Customer Care, Sales, Technical Support Engineers, Sales Ops, Licensing Team, and regional counterparts.
Assist Team Leaders/Managers throughout the department.
Report directly to the Partner Care Manager.

Requirements

What you’ll need

Proven experience in a customer service or support role, preferably in the cybersecurity industry.
Strong communication skills, both written and verbal, with the ability to convey technical information to non-technical individuals.
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, inspiring confidence while leading partners through the steps to resolve issues via phone, chat, and email.
Handle escalated calls while using good judgment to make sound recommendations.
Collaborative team player who helps build team morale.
Positive and friendly demeanour.
Working within a matrix structure, working with peers and senior Partner Care Team members alongside other Sophos departments.

Benefits

Comp & perks

Sophos operates a remote-first working model, making remote work the primary option for most employees.
Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicesupport roleproblem-solvingtroubleshootingupsellingcross-sellingdocumentationSalesforcepartner supportcompliance

Soft Skills

communication skillsteam-orientedorganisational skillstime managementrelationship buildinglistening skillscollaborativepositive attitudeprofessionalismfeedback