Partner Care - India

Overview

Partner Care Representative delivering accurate, valuable information to Sophos partners and engineers about Sophos products and services, ensuring a positive partner experience that builds trust and satisfaction.

What you'll do

• Offer support to Sophos partners through telephone and email correspondence, adhering to department standards such as average call duration and wait times, and prioritise high-quality, precise information and partner satisfaction.
• Respond to partner inquiries regarding Sophos products and services promptly and professionally.
• Provide accurate and detailed information about product features, specifications, and other post-sales information.
• Collaborate with cross-functional teams, including Customer Care, Sales, Licensing, SalesOps and Technical Support, to ensure seamless partner experiences.
• Address partner inquiries and comprehensively understand Sophos products and services.
• Actively listen to partner feedback and concerns, escalating issues as necessary to appropriate internal teams for resolution.
• Identify opportunities to upsell or cross-sell products and services to partners.
• Develop and maintain strong relationships with key partners, providing ongoing support and guidance.
• Meet or exceed performance targets.
• Maintain accurate documentation and record all interactions and communications with partners via telephone and email, ensuring compliance with department quality standards.
• Utilise Salesforce to record all activities, ensuring daily updates track the progress of each partner's case.
• Handle partner complaints and escalations in a professional and helpful manner.
• Approach assignments with an open, cooperative, positive, and team-oriented attitude.
• Play an active role in developing new or revised processes and procedures.
• Collaborate closely with peers, fostering cooperation and coordination among teams and functions to maintain a partner-focused approach.
• Adhere to the best practices of Sophos Support Services to ensure efficient and effective partner support.
• Actively participate in team and departmental meetings by offering feedback on daily activities and suggesting recommendations for improvement.

What you'll need

• 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.

Details

• Remote-first role; candidates must reside in and be authorized to work in the location specified in the job posting, without requiring employer sponsorship.