Remote Partner Care Specialist

Sophos; Philippines; Remote; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Remote-first culture

Remote/hybrid options

Job summary

Sophos, a cybersecurity leader, is hiring a Partner Care Representative to deliver accurate product information and support to Sophos partners and engineers. You will build trust and guide product/service recommendations, ensuring a positive partner experience.

Responsibilities include handling inquiries, providing detailed product information, collaborating with cross-functional teams, and maintaining documentation in Salesforce.

Qualifications

• Proven experience in a customer service or support role, preferably in cybersecurity.
• Strong written and verbal communication, able to explain technical info to non-technical audiences.
• Excellent problem-solving and troubleshooting abilities.
• Able to work in a fast-paced, team-oriented environment.
• Strong organisational and time management skills.
• Ability to build and maintain partner relationships.
• Excellent listening skills and ability to guide partners through steps via phone, chat, and email.
• Collaborative team player in a matrix structure.

Responsibilities

• Offer support to Sophos partners via telephone and email, meeting department standards.
• Respond to partner inquiries about Sophos products and services promptly.
• Provide accurate information about product features, specifications, and post-sales info.
• Collaborate with Customer Care, Sales, Licensing, SalesOps and Technical Support.
• Address partner inquiries comprehensively and escalate when needed.
• Identify opportunities to upsell or cross-sell products and services.
• Develop and maintain strong partner relationships with ongoing support.
• Meet or exceed performance targets.
• Document interactions via phone and email, maintaining quality standards.
• Use Salesforce to record activities and update progress daily.
• Handle partner complaints and escalations professionally.
• Contribute to process improvements and team cooperation.
• Participate in meetings and share feedback for daily activities.

Skills

Customer service

Communication

Problem solving

Teamwork

Time management

Relationship building

Active listening

Escalation handling

Written and verbal

Tools

Salesforce

Job description

Sophos, a cybersecurity leader, is hiring a Partner Care Representative to deliver accurate product information and support to Sophos partners and engineers. You will build trust and guide product/service recommendations, ensuring a positive partner experience.

Responsibilities include handling inquiries, providing detailed product information, collaborating with cross-functional teams, and maintaining documentation in Salesforce.