Customer Care Support WFH Jobs 2024 Sophos stands as a global frontrunner and trailblazer in the realm of advanced cybersecurity solutions. From Managed Detection and Response (MDR) to incident response services, their extensive repertoire encompasses a wide array of endpoint, network, email, and cloud security technologies, pivotal in fortifying organizations against the ceaseless onslaught of cyber threats.
With a mantle as one of the largest pure-play cybersecurity providers, Sophos acts as a stalwart defender for over 500,000 organizations and a staggering 100 million users worldwide. Their mission? To safeguard against active adversaries, ransomware, phishing, malware, and a myriad of other digital perils.
Central to Sophos’ approach is their cloud-based management console, Sophos Central. Through this platform, their services and products are seamlessly interconnected, fostering efficiency and efficacy in cybersecurity management. Powering this ecosystem is Sophos X-Ops, the company’s cross-domain threat intelligence unit. This unit serves as the bedrock for insights and optimizations, ensuring a proactive stance against emerging threats.
Sophos X-Ops intelligence is the engine driving the entire Sophos Adaptive Cybersecurity Ecosystem. At its core lies a centralized data lake, augmented by a robust set of open APIs. These APIs serve as a conduit, facilitating collaboration and interoperability with customers, partners, developers, and other stakeholders in the cybersecurity and information technology landscape.
In the realm of service delivery, Sophos offers cybersecurity-as-a-service, catering to organizations in need of fully managed, turnkey security solutions. Clients have the flexibility to engage directly with Sophos’ security operations platform or opt for a hybrid model, integrating Sophos’ services with their in-house teams. This hybrid approach enables organizations to leverage Sophos’ expertise in threat hunting and remediation, augmenting their own capabilities.
Facilitating their global reach, Sophos operates through a network of reseller partners and managed service providers (MSPs). This expansive network ensures that Sophos’ solutions are readily accessible and deployed to address the diverse needs of organizations worldwide.
Headquartered in Oxford, U.K., Sophos serves as a beacon of cybersecurity excellence. Their commitment to innovation, coupled with a relentless dedication to protecting digital ecosystems, underscores their position as a trusted ally in the fight against cyber threats.
Quick Information About Customer Care Support WFH Jobs 2024
| Organization Name: | Sophos |
| Job Category: | Private Jobs |
| Employment Type: | Permanent Job |
| Name of Vacancies: | Customer Care Support |
| Place of Posting: | All Over India |
| Starting Date: | 14.04.2024 |
| Last Date: | 30.05.2024 |
| Apply Mode: | Online |
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Vacancy details for this Job Customer Care Support WFH Jobs 2024
The primary duty of the Customer Care Support role at Sophos is to ensure the delivery of high-quality information in response to inquiries about Sophos products and services. This entails catering to Sophos customers, partners, and fellow engineers. The overarching goal is to provide a seamless customer experience that fosters trust and satisfaction, encouraging customers to not only continue using Sophos products and services but also recommend them to others.
As a Customer Care Support member, your responsibilities span various facets of customer engagement and support. You will collaborate closely with Technical Support Engineers, Sales Ops, Licensing Team, and regional counterparts, fostering a cohesive approach to addressing customer needs. Additionally, you’ll provide support to Team Leaders across the business or department, working under the guidance of the Customer Care Manager.
Your core responsibilities include:
- Assistance Provision: Addressing inquiries from Sophos customers, prospects, and partners through phone calls and emails, ensuring adherence to departmental benchmarks for metrics like average call time and wait times. The focus lies on delivering high-quality, accurate responses while prioritizing customer satisfaction.
- Documentation and Record-keeping: Thoroughly documenting and recording all interactions with customers via phone and email according to departmental quality standards. This includes updating cases daily in the department’s call logging system to track progress and generate reports for high-profile customers.
- Complaint Handling and Escalations: Managing customer complaints and escalations with professionalism and helpfulness, aiming to resolve issues promptly and effectively.
- Performance Goals: Meeting or exceeding departmental targets for Case Management, Phone and Email response times, and Customer Satisfaction scores.
- Query Analysis and Resolution: Analyzing customer queries through troubleshooting and research, utilizing existing knowledge base articles and known issues to provide requested information or route requests to the appropriate channels.
- Adherence to Best Practices: Following Sophos Support Services best practices to ensure consistency and quality in customer interactions.
- Team Collaboration: Actively participating in team and departmental meetings, providing feedback on day-to-day activities and suggesting improvements. You’ll also contribute to the development of new or revised processes and procedures.
- Availability and Flexibility: Providing customer service support to Sophos customers as per the department’s on-call schedule, which may include weekends and holidays.
In addition to your responsibilities, you’re expected to bring certain qualities and skills to the role:
- Innovative Thinking: The ability to seek new and better ways to enhance customer interactions and experiences, driving continuous improvement.
- Effective Communication: Demonstrating excellent listening, verbal, and written communication skills to guide customers through issue resolution via phone, chat, and email.
- Customer-Centric Approach: A genuine desire to act in the best interest of the customer, tailoring communication styles to meet diverse customer requirements.
- Judgment and Decision-making: Handling escalated calls with sound judgment and making appropriate recommendations within defined procedures and practices.
- Adaptability and Initiative: Being a self-starter who can quickly transition between roles, duties, and tasks, while collaborating effectively within a team environment.
- Team Player Mentality: Collaborating effectively within a matrix structure, building team morale, and fostering cooperation and coordination across teams and functions.
- Positive Attitude: Maintaining a positive and friendly demeanor, even in challenging situations, to ensure a constructive customer interaction.
- Email Handling Experience: Previous experience in handling customer inquiries via email systems, demonstrating proficiency in written communication and customer service delivery.
In essence, the Customer Care Support role at Sophos demands a blend of technical expertise, effective communication, customer-centricity, and a proactive approach to problem-solving. By embodying these qualities and fulfilling the outlined responsibilities, you’ll play a pivotal role in ensuring customer satisfaction and loyalty towards Sophos products and services.
At Sophos, our core belief centers around harnessing the power of diverse perspectives to ignite innovation. We recognize that sometimes candidates may feel hesitant to apply if they don’t perfectly align with every criterion outlined in a job description. However, we challenge this conventional notion. Your unique experiences and skills could be precisely what we need to elevate our team and drive progress. So, don’t let a checklist deter you – we actively encourage you to submit your application and join us in shaping the future.
What makes Sophos a remarkable place to work?
Firstly, we embrace a remote-first working model, making remote work the primary option for most of our employees. However, certain roles may require a hybrid approach. We provide detailed location information in our job postings to clarify this aspect further.
Secondly, our people are the heart and soul of Sophos. We foster a culture of innovation and creativity, all while maintaining a strong sense of camaraderie and fun within our teams.
Moreover, we are committed to fostering diversity and inclusion through employee-led networks that cultivate community, provide education, and advocate for change.
Furthermore, we actively engage in annual charity and fundraising initiatives, as well as volunteer days, enabling our employees to give back to their local communities.
In line with our global sustainability efforts, we have implemented various initiatives to reduce our environmental footprint, demonstrating our dedication to creating a better world.
Additionally, we organize global fitness and trivia competitions to promote physical and mental well-being among our employees.
We also prioritize employee well-being by offering global well-being days for relaxation and rejuvenation, complemented by monthly well-being webinars and training sessions to support holistic health.
Our unwavering commitment to you:
At Sophos, we take immense pride in our diverse and inclusive environment, and we are steadfast in our commitment to ensuring equality of opportunity for all. We firmly believe that diversity, coupled with excellence, is the cornerstone of a thriving organization. Therefore, we actively encourage applicants from all backgrounds who can contribute to the rich tapestry of our team.
Regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity, or sexual orientation, all applicants will be treated with fairness and equality in accordance with the law.
We are dedicated to providing every candidate with the opportunity to showcase their best selves. If there are any accommodations or adjustments we can make to the recruitment and selection process to support you, please do not hesitate to inform us.
Data protection:
If you choose to explore an opportunity with Sophos and share your CV or other personal details, rest assured that your information will be held securely in accordance with our Privacy Policy. Our recruitment team may use this data to contact you regarding this or other relevant opportunities at Sophos. If, at any point, you wish for Sophos to delete or update your details, you can follow the steps outlined in our Privacy Policy regarding your individual rights.
Should you have any inquiries or concerns regarding Sophos’ data protection practices, please feel free to reach out to us at [email protected].
In conclusion, at Sophos, we celebrate diversity, prioritize inclusion, and champion equality. We invite you to embark on this journey with us, where your unique talents and perspectives are not only valued but cherished. Join us in shaping a brighter future for technology and beyond.
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