Customer Care Support

Tokyo, JP, 106-6010

Operations

Sophos Overview – Cybersecurity Evolved

As a worldwide leader in next-generation cybersecurity, Sophos protects nearly 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs – a global threat intelligence and data science team – Sophos’ cloud-native and AI-enhanced solutions secure endpoints (laptops, servers and mobile devices) and networks against evolving cybercriminal tactics and techniques, including automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more. The award-winning Sophos Central cloud-based platform integrates Sophos’ entire portfolio of best-of-breed products, from the Intercept X endpoint solution to the XG Firewall, into a single system called Synchronized Security. Sophos products are exclusively available through a global channel of more than 47,000 partners and Managed Service Providers (MSPs). Sophos also makes its innovative commercial technologies available to consumers via Sophos Home. The company is headquartered in Oxford, U.K., and is publicly traded on the London Stock Exchange under the symbol “SOPH.”

Job Purpose

The Customer Care Support 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 Support 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.

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.
  • 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.
  • Works closely with the Technical Support Engineers, Sales Ops, Licensing Team, and regional counterparts.
  • Supports Team Leaders across the business/department.
  • Reports to Customer Care Team Leader.

Skills & Experience

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.
  • Fluent Japanese is required as this role will be support local Japanese 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 data protection policy which can be found here 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 reply to this or other emails from Sophos clearly stating your request, or follow the steps set out in the data protection 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.


Job Segment: Technical Support, Technology

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