About Us
Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
The Customer Care Support will be responsible for ensuring that he/she provides high-quality information in response to inquiries about Sophos products and services to Sophos customers, partners, and other engineers. As a Customer Care Support, you are responsible for ensuring you deliver a total customer experience that they will love and trust using our products and services and actively recommend them to others
What You Will DoWorks closely with the Technical Support Engineers, Sales Ops, Licensing Team, and regional counterparts.Supports Team Leaders across the business/department.Reports to Customer Care Manager.Assist Sophos customers, prospects, and partners by answering telephone calls (primarily) and replying to emails in line with departmental measures, which include 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 the telephone and email according to departmental standards of quality.Record all activity in the department’s call logging system, updating cases every day so 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 professionally and helpfully.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 a full understanding of what information is being requested.Analyze and clarify customer queries through troubleshooting and researching existing knowledgebase articles / known issues and provide the information requested or ascertain who best can provide the information, and route the request to the proper person.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 cooperation and co-ordination of teams and functions to ensure a customer-focused view is taken at all times.What You Will BringAbility 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 demeanor.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.Willing to work from 3PM to 12MN.#LI-JE
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Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
What's Great About Sophos?
· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.
