Sophos

Partner Care Representative

Sophos

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

Cyber Security

About the role

  • 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

  • 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
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicesupport roleproblem-solvingtroubleshootingupsellingcross-sellingdocumentationSalesforcepartner supportcompliance
Soft Skills
communication skillsteam-orientedorganisational skillstime managementrelationship buildinglistening skillscollaborativepositive attitudeprofessionalismfeedback