Sophos Permanent Work From Home Customer Care Support Job: In 2024, a renowned organisation, Sophos, will hold an Off Campus Drive wherein freshers will have the chance to apply for positions in Sophos Customer Care Support roles. A student may apply for the Sophos off-campus drive 2024 if they hold a bachelor’s degree in any subject. Candidates who meet the requirements can review further information below.
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About Sophos
As a global leader in next-generation cybersecurity, Sophos defends millions of customers across 150 countries as well as over 500,000 enterprises against the most sophisticated cyberthreats available today. Powered by SophosLabs, SophosAI, and threat intelligence, artificial intelligence, and machine learning.
Sophos Permanent Work From Home Customer Care Support Job Details
Job Role:Â Customer Care Support
Company Website:Â Sophos.com
Qualification: Any Bachelor’s Degree
Experience: Fresher’s & Experienced
Batch:Â Any
Salary: 3 – 6.5 LPA* (Expected)
Job Location:Â Bangalore/Ahmedabad/Work From Home
Last Date: ASAP
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Role summary
Customer Care Support will be in charge of making sure that Sophos customers, partners, and other engineers who have questions regarding Sophos products and services receive high-quality information. In your capacity as a customer care representative, it is your duty to make sure that you provide a complete customer experience that makes them love and trust our goods and services and actively suggest them to others.
Roles & Responsibilities
- Collaborates closely with regional equivalents, sales operations, the licencing team, and technical support engineers.
- Supports departmental and business-wide Team Leaders.
- Answers to the manager of customer care.
- Assist Sophos clients, partners, and customers by returning calls and responding to emails in
- Accordance with departmental metrics, such as average conversation duration and call wait times, with an emphasis on excellence, precision, and client happiness.
- All client interactions, including those conducted via email and phone, should be documented and recorded in accordance with the department’s quality standards.
- Keep a daily record of all activities in the department’s call recording system. This will allow you to watch the progress of each customer’s incident, view it through the customer portal, and generate reports for customers with a high profile.
- Addressing escalations and complaints from customers in a pleasant and professional manner.
- Reach or surpass departmental targets for customer satisfaction, phone and email response times, and case management.
- To fully comprehend what information is being desired, both ask and respond to questions.
- Analyse and explain client questions by investigating known problems and solving existing knowledge base articles. Then, either supply the information asked or determine who can best provide it and forward the request to the appropriate person.
- Follow the recommended methods of Sophos Support Services.
- Engage in active participation in departmental and team meetings by offering suggestions for improvement along with feedback on daily operations.
- Depending on the department’s on-call schedule, provide Sophos customers with office-based or on-call (mobile phone) support on weekends and holidays.
- Accepting tasks with candour, cooperation, optimism, and a focus on the team.
- Actively participating in the creation of new or modified protocols and processes.
- Forming solid partnerships with colleagues, fostering cooperation, and coordinating teams and functions to guarantee that a customer-focused perspective is adopted constantly.
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Required Skills & Qualifications
- Possess the ability to search for fresh approaches to enhance interactions and experiences with customers.
- Superb listening, verbal, and writing communication skills; instills confidence in clients while guiding them through the phone, chat, and email problem-solving process.
- Cheerful and amiable disposition.
- Working in a matrix organisation, collaborating with other Sophos departments as well as senior members of the Technical Support Team.
- Expertise using email technologies to respond to consumer enquiries.
- A desire to behave in the client’s best interest.
- Adjust your communication style to meet the needs of different types of customers.
- Respond to calls that have escalated while exercising sound judgement to offer wise advice.
- Uses discretion within established guidelines to decide what is the right course of action.
- Self-exhibited as a self-starter who is adaptable to changing responsibilities and tasks.
- Collaborative team player that helps promotes team spirit.
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How To Apply For Sophos Permanent Work From Home Customer Care Support Job
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