Sophos is hiring for Customer Care Support
Position: Customer Care Support
Location: India (Ahmedabad, Bangalore)
Type: Permanent, Remote
About Sophos
Sophos is a leading global provider of cybersecurity solutions, offering Managed Detection and Response (MDR), incident response services, and a range of security technologies. We aim to help organizations worldwide defend against cyberattacks, including ransomware, phishing, and malware.
Role Summary
As a Customer Care Support, you will ensure high-quality assistance to Sophos customers, partners, and engineers. Your focus will be on delivering exceptional customer experiences and resolving inquiries about our products and services.
Responsibilities
- Collaborate with technical support engineers, sales operations, and regional teams.
- Assist Team Leaders across the organization.
- Respond to customer inquiries via phone and email, meeting departmental standards.
- Document all customer interactions accurately and promptly.
- Handle complaints and escalations professionally.
- Meet or exceed departmental goals for response times and customer satisfaction.
- Analyze customer queries, troubleshoot issues, and provide relevant information or escalate as necessary.
- Participate in team meetings and contribute to process improvement.
- Provide customer support during weekends and holidays as per schedule.
- Adapt communication style to meet varying customer needs.
Requirements
- Ability to innovate and enhance customer interactions.
- Strong communication skills, both verbal and written.
- Customer-centric approach with a desire to provide excellent service.
- Adaptability to changing roles and tasks.
- Collaborative team player with a positive attitude.
- Experience in handling customer inquiries via email systems.
Why Join Sophos?
- Remote-first working model with opportunities for hybrid roles.
- Innovative and fun work environment.
- Employee-led diversity and inclusion networks.
- Annual charity initiatives and volunteer days.
- Global sustainability and fitness programs.
- Commitment to diversity, equality, and inclusion.
Important links
Apply link: Click here
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