Partner Care Representative

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.

What You Will Do

• Offer support to Sophos partners through telephone and email correspondence, adhering to department standards such as average call duration and wait times. Emphasize the delivery of high-quality, precise information and prioritize 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.

• 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.

• Utilize Salesforce to diligently record all activities, ensuring daily updates are made to 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 Will 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 organizational 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 demeanor.

• Working within a matrix structure, working with peers and senior Partner Care Team members alongside other Sophos departments.