Remote Partner Care Specialist

Sophos; Philippines; Remote; PHP 360.000 - 640.000; Vollzeit

Benefits dieser Stelle

Remote-first working model

Diverse and inclusive environment

Annual charity and volunteering Initi

Global wellbeing days

Zusammenfassung

Sophos Philippines is seeking a Partner Care Representative to deliver accurate information to partners and engineers about Sophos products and services. You will ensure a positive experience that builds trust and leads to product recommendations, primarily through phone and email support.

In a global, remote-first setup, you will collaborate with Sales, Licensing and Technical Support to resolve inquiries, document interactions in Salesforce, and pursue upsell opportunities while maintaining

Qualifikationen

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

Aufgaben

• Support Sophos partners via telephone and email, meeting department standards for call duration and wait times.
• Respond to partner inquiries promptly and professionally.
• Provide accurate information about product features and post-sales details.
• Collaborate with cross-functional teams to ensure seamless partner experiences.
• Address partner inquiries and develop understanding of Sophos products and services.
• Listen to partner feedback and escalate issues as needed.
• Identify opportunities to upsell or cross-sell products and services.
• Develop and maintain strong relationships with key partners.
• Meet or exceed performance targets.
• Document interactions in Salesforce with daily updates.
• Handle partner complaints and escalations professionally.
• Approach tasks with a cooperative, team-oriented attitude.
• Contribute to new or revised processes and procedures.
• Collaborate with peers to maintain a partner-focused approach.

Kenntnisse

Customer service

Cybersecurity knowledge

Communication skills

Problem solving

Time management

Relationship building

Listening skills

Escalation handling

Team collaboration

Positive attitude

Matrix organization

Jobbeschreibung

Sophos Philippines is seeking a Partner Care Representative to deliver accurate information to partners and engineers about Sophos products and services. You will ensure a positive experience that builds trust and leads to product recommendations, primarily through phone and email support.

In a global, remote-first setup, you will collaborate with Sales, Licensing and Technical Support to resolve inquiries, document interactions in Salesforce, and pursue upsell opportunities while maintaining