Customer Support Executive

3 months ago

Ahmedabad Gujarat, India Sophos Full time

**About Us**

**Role Summary**

The Customer Support Executive (CSE) group is a team within Sophos India Support Operations. This versatile and dynamic team provides critical support to the overall Support Operations. While the primary objective is to ensure Call Queue Service Level Agreements (SLAs) are met by expertly handling customer calls during peak periods, CSEs also contribute to key functions such as case distribution, schedule adherence, and monitoring both case and call queues.

Part of technical support team to handle customer issues and queries, transfer into tickets to resolve any the backend team.

**What you will do**:

- When require,pick the inbound calls, and gather necessary customer information about caller and process it through the CRM tool
- Validate customer information with our CRM tool and create a S.R. on CRM on behalf of the customer.
- Should have good typing speed to quickly create customer’s cases/update service requests in the ticketing system
- Effective communication (English) and customer handling skills are desired
- Must be proficient in MS Office.
- Previous experience of working with International customer handling - phone process is an added advantage.

**What you will bring**:

- Experience in customer handling or management.
- Strong Verbal and written communication.
- Experience with Microsoft Office Suite (Word, Excel, etc).
- Only BA/ B.Com graduates

LI-Onsite

**Ready to Join Us?**

**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

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