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Full Time
Remote (Work From Home)
Posted 2 weeks ago

Sophos

Sophos is hiring for the position of Customer Care Support in Bangalore, India. Candidates with Any Graduate are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.

Job Description:

Company Name	Sophos
Position	Customer Care Support
Qualifications	Any Graduate/ 12th Pass
Batch	2018/ 2019/ 2020/ 2021/ 2022/ 2023/ 2024
Experience	Freshers/ Experienced
Location	Remote (Work From Home)

Key Responsibilities:

Collaborate closely with Technical Support Engineers, Sales Ops, Licensing Team, and regional counterparts.
Provide support to Team Leaders throughout the business/department.
Report to the Customer Care Manager.
Assist Sophos customers, prospects, and partners via telephone calls and emails, adhering to departmental standards for call handling metrics and emphasizing quality, accuracy, and customer satisfaction.
Document and log all customer interactions according to departmental quality standards.
Record all activities in the department’s call logging system, ensuring daily updates for tracking customer incidents, accessible via the customer portal, and generating reports for high-profile customers.
Handle customer complaints and escalations professionally and effectively.
Achieve or surpass departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction scores.
Respond to inquiries by asking clarifying questions to ensure complete understanding of customer needs.
Analyze and resolve customer queries through troubleshooting and researching existing knowledgebase articles and known issues, providing requested information or directing queries to the appropriate personnel.
Adhere to Sophos Support Services best practices.
Actively participate in team and departmental meetings, offering feedback on daily activities and suggesting improvements.
Provide customer service to Sophos customers via office-based or on-call (mobile phone) support during weekends and holidays as per the department’s on-call schedule.
Approach assignments with an open, cooperative, positive, and team-oriented mindset.
Contribute actively to the development of new or revised processes and procedures.
Foster close partnerships with peers, promoting cooperation and coordination among teams and functions to maintain a customer-focused approach.

Eligibility Criteria:

Ability to seek out innovative approaches to enhance customer interactions and experiences.
Possess excellent listening, verbal, and written communication skills, instilling confidence while guiding customers through issue resolution via phone, chat, and email.
Demonstrated commitment to acting in the best interests of customers.
Adapt communication style to meet diverse customer needs.
Manage escalated calls with discernment, providing sound recommendations.

Preferred skills:

Exercise judgment within established procedures and practices to determine appropriate courses of action.
Exhibit initiative as a self-starter, readily transitioning between roles, duties, and tasks.
Foster team morale through collaborative teamwork.
Maintain a positive and amicable demeanor.
Work effectively within a matrix structure, collaborating with peers, senior Technical Support Team members, and other departments within Sophos.
Possess experience in handling customer inquiries via email systems.

About Company:

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.