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Sophos logo
Sophos

Defeat Cyberattacks

Partner Care Representative

Affiliate ManagerAffiliate MarketingFull TimeRemoteSeniorTeam 1,001-5,000Since 1985H1B SponsorCompany SiteLinkedIn

Location

Philippines

Posted

74 days ago

Salary

0

Seniority

Senior

Associate DegreeEnglishCyber Security

Job Description

Partner Care Representative

Sophos

• 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.

Job 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.

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.

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