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Customer Care Support

Makati City, Philippines Office
Technical Support
Job Requisition Number:  APSUP186

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com

 

 

Role Summary

 

The Customer Care Representative will be responsible for ensuring that he/she provides high quality information in response to inquiries about Sophos products and services to Sophos customers, partners and other engineers.  As a Customer Care Representative you are responsible for ensuring you deliver a total customer experience that they will love and trust using our products and services and actively recommend them to others.

 

What You Will Do

  • Provide assistance to Sophos customers, prospects and partners by answering telephone calls (primarily) and replying to emails in line with departmental measures, which includes average call time and call wait times, with a focus on high quality, accuracy and customer satisfaction.
  • Document and record all activity and communication with customers over telephone and email according to departmental standards of quality.
  • Record all activity in the department’s call logging system, updating cases at least every 3 days in order that progress can be tracked with each customer’s incident, viewed via the customer portal and reports generated for high profile customers.
  • Handling customer complaints and escalations in a professional and helpful manner.
  • Meet or exceed departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction scores.
    • Answer questions as well as ask questions to obtain full understanding of what information is being requested.
  • Analyse and clarify customer queries though troubleshooting and researching existing knowledgebase articles / known issues and provide information requested or ascertain who best can provide the information, and route the request to the proper person.
  • Use and create knowledgebase articles in line with KCS best practice based on new product information, support incidents, and/or common or critical issues
  • Adhere to Sophos Support Services best practices.
  • Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
  • Provide customer service to Sophos customers via either office based or on call (mobile phone) support at weekends and holidays as per the department’s on-call schedule.
  • Accepting assignments with open, cooperative, positive and team oriented attitudes.
  • Actively contributing to the development of new or changed processes and procedures.
  • Partnering closely with peers, building co-operation and co-ordination of teams and functions to ensure a customer focused view is taken at all times.

 

 

What You Will Bring

 

Essential

  • Ability to look for new/better ways to improve customer interactions and experiences.
  • Excellent listening, verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, chat, and email.
  • Desire to act in the best interest of the customer.
  • Tailor communication style to adapt to various customer requirements.
  • Handle escalated calls while using good judgment to make sound recommendation.
  • Exercises judgment within defined procedures and practices to determine appropriate action.
  • Demonstrated self - starter who is willing to change quickly between roles, duties, and tasks.
  • Collaborative team player who helps builds team morale.
  • Positive and friendly demeanour.
  • Working within a matrix structure, working with peers and senior members of the Technical Support Team alongside other departments within Sophos.
  • Experience in handling customer inquiries via email systems.

 

 

What’s Great About Sophos?

  • Our people are what makes Sophos special – we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.
  • Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg. Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos)
  • Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint
  • Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities
  • Global trivia competitions to keep our minds sharp
  • Global Mental Health days off work for all Sophos to help employees relax and recharge
  • Monthly employee wellbeing webinars and training to support employee health and wellbeing
  • Employee rewards and thanks, such as our free annual subscription to Calm

 

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

 

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos' data protection practices, please contact dataprotection@sophos.com.

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.


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