Partner Care Representative (Remote Work, NA shift)

Makati City, Philippines
Customer Support & Services – Customer Care /
Permanent /
Remote
About Us
Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. 

Role Summary 

The primary responsibility of the Partner Care Representative is to deliver accurate and valuable information to Sophos customers, partners, and engineers regarding Sophos products and services. As a Partner Care Representative, your role guarantees a positive experience that fosters trust and satisfaction, ultimately leading to our product and service recommendations.

What You Will Do

    • Offer support to Sophos partners through telephone and email correspondence, adhering to departmental standards such as average call duration and wait times. Emphasize the delivery of high-quality, precise information, and prioritize customer satisfaction.
    • 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 Sales, Licensing, SalesOps and Technical Support, to ensure seamless partner experiences.
    • To effectively address partner inquiries and comprehensively understand Sophos products and services.
    • Actively listen to customer feedback and concerns, escalating issues as necessary to appropriate internal teams for resolution.
    • Identify opportunities to upsell or cross-sell products and services to customers and partners.
    • Develop and maintain strong relationships with key partners, providing them with ongoing support and guidance.
    • Meet or exceed performance targets, including response time, partner satisfaction, and quality.
    • Maintain accurate documentation and record all interactions and communications with partners via telephone and email, ensuring compliance with departmental quality standards.
    • Utilize 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 in a professional and helpful manner.
    • 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 customer-focused approach.
    • Adhere to the best practices of Sophos Support Services to ensure efficient and effective customer support.
    • Actively participate in team and departmental meetings by offering feedback on daily activities and suggesting recommendations for improvement.
    • Collaborates closely with Sales, Technical Support Engineers, Sales Ops, Licensing Team, and regional counterparts.
    • Assists Team Leaders/Managers throughout the department.
    • Reports directly to the Partner Care Manager.

What You Will Bring

    • Proven experience in a customer service or support role, preferably in the cyber security 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 organizational and time management skills.
    • Demonstrated ability to build and maintain relationships with customers and partners.
    • Excellent listening, verbal and written communication skills, inspiring confidence while leading customers 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 builds team morale.
    • Positive and friendly demeanour.
    • Working within a matrix structure, working with peers and senior Partner Care Team members alongside other Sophos departments.
#LI-Remote
#JE
#B1

Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?
·   Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
·   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

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 who 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.