Customer Care Senior Associate

2 weeks ago

Bengaluru, Karnataka, India SonicWall Full time

Ready to do your part in the world of Cybersecurity? SonicWall is a leader in cybersecurity and networking solutions that put our partners at the heart of our innovation to ensure ease of doing business in a world full of opportunities. With more than a 30-year history, we embrace an outside-in approach, listening and learning from our partners and customers to provide the outcomes their organizations require.

If you're ready for a career that can impact real change — and not just another job — join us

Overview:

Customer Service specialist working in SonicWALL's CRM and associated systems responding to customer issues within established SonicWALL policies and procedures. Customers may be either external or internal. Issues may include but are not restricted to account access issues, Product Registration, account hierarchy and data integrity issues, software download, subscription license or feature issues, contract and warranty requests and general customer service questions.

Customer Service is a first point of contact for customers globally and act as bridge between various departments (Technical support, Backend, Sales, Logistics etc.) internally.
Work and resolve Customer Service-related queries (licensing and registration) through phone and web tickets in accordance with Company policy.

Responsibilities:

Issues include but not limited to service contract, account access, license issues, non-technical customer inquiries within established guidelines and policies Review and identify areas of improvements to streamline non-technical customer service operation processes Meets required customer service support metrics including Customer Satisfaction metrics, service request handling metrics Interface with other SonicWALL groups, including but not limited to Sales, Order Management, Service Channel, Technical support, Manufacturing Operations, Product Line Manager, Service Business Manager, Service Manager, and Global teams to resolve customer issues and inquiries Ensure complete and comprehensive issue documentation using appropriate application tracking systems Screen incoming Customer calls globally Assist with ticket creation Verify entitlement and route customers to the technical support team within the organization Ability to identify when an issue requires engineering and development assistance Identify and resolve issues with cloud services Ability to answer questions and guide newer agents Ability to review and triage cases to go to engineering and development Teach and mentor new agents the basics of CS Ability to edit and proofread articles and documentation

Requirements:

Good attention to detail and documentation skills Good research abilities, problem identification, resolution, and decision-making skills Good problem-solving skills Good written and verbal communication skills, with the ability to establish effective relationships with all levels of management, employees, partners, and end customers Fluency in written and spoken English Ability to give presentations to internal teams

Education and Experience:

At least 2 - 4 years of related experience preferred High School Diploma/GED or equivalent preferred Experience with customer service, either in a call centre or other related job experience preferred Some experience with Microsoft based programs preferred.

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