Provide assistance to Sophos customers, prospects and partners by answering telephone calls (primarily) and replying to emails in line with departmental measures, which includes average call time and call wait times, with a focus on high quality, accuracy and customer satisfaction.
Document and record all activity and communication with customers over telephone and email according to departmental standards of quality.
Record all activity in the department’s call logging system, updating cases at least every 3 days in order that progress can be tracked with each customer’s incident, viewed via the customer portal and reports generated for high profile customers.
Handling customer complaints and escalations in a professional and helpful manner.
Meet or exceed departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction scores.
Answer questions as well as ask questions to obtain full understanding of what information is being requested.
Analyse and clarify customer queries though troubleshooting and researching existing knowledgebase articles / known issues and provide information requested or ascertain who best can provide the information, and route the request to the proper person.
Use and create knowledgebase articles in line with KCS best practice based on new product information, support incidents, and / or common or critical issues
Adhere to Sophos Support Services best practices.
Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
Provide customer service to Sophos customers via either office based or on call (mobile phone) support at weekends and holidays as per the department’s on-call schedule.
Accepting assignments with open, cooperative, positive and team oriented attitudes.
Actively contributing to the development of new or changed processes and procedures.
Partnering closely with peers, building co-operation and co-ordination of teams and functions to ensure a customer focused view is taken at all times.
Ability to look for new / better ways to improve customer interactions and experiences.
Excellent listening, verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, chat, and email.
Desire to act in the best interest of the customer.
Tailor communication style to adapt to various customer requirements.
Handle escalated calls while using good judgment to make sound recommendation.
Exercises judgment within defined procedures and practices to determine appropriate action.
Demonstrated self - starter who is willing to change quickly between roles, duties, and tasks.
Collaborative team player who helps builds team morale.
Positive and friendly demeanour.
Working within a matrix structure, working with peers and senior members of the Technical Support Team alongside other departments within Sophos.
Experience in handling customer inquiries via email systems.
Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.