Customer Care Support

Tokyo, JP, 106-6010

Technical Support

Sophos Overview – Cybersecurity Evolved 
Sophos evolves to meet every new challenge, protecting more than 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs, our cloud-native and AI-enhanced solutions are able to adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques. Managed through our award-winning, cloud-based platform, Sophos Central, our best-of-breed products work together through our unique Synchronized Security system to share threat intelligence and respond to evolving threats. The Sophos suite of products secures networks and endpoints against automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.

Job Purpose

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. 

This incumbent will be working closely with the Technical Support Engineers, Sales Ops, Licensing Team, and regional counterparts. He / She will be reporting to the Customer Care Team Leader.


Main Duties


•    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. 
       o    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.


Skills & Experience



•    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.
•    Applicants must be able to communicate in Japanese (Business Level) as this role will be mainly liaising with local customers. 

Equal Opportunities
Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.
If you choose to explore this 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.