Partner Care - Philippines - S3

About Us Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.

Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.

Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary The Partner Care Representative's primary responsibility is to deliver accurate, valuable information to Sophos partners and engineers about Sophos products and services. As a Partner Care Representative, you ensure a positive experience that builds trust and satisfaction, ultimately driving our product and service recommendations.

Offer support to Sophos partners through telephone and email correspondence, adhering to department standards such as average call duration and wait times. Emphasise the delivery of high-quality, precise information and prioritise partner satisfaction. Respond to inquiries from partners 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. To effectively 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 them with 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 diligently record all activities, ensuring daily updates are made to track the progress of each partner’s case. Handling 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.

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.

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