Customer Care Associate

3 days 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

**Title : Customer Care Senior Associate**

**Location : Bangalore, India**

**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.
- 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

**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.

**Education and Experience**:

- High school diploma/ GED or equivalence preferred
- Typically requires a minimum of 1 - 2 years of related experience.
- Experience with customer service, either in a call centre or other related job experience
- Some experience with Microsoft based programs

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SonicWall is an equal opportunity employer.

We are committed to creating a diverse environment and are an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.

At SonicWall, we pride ourselves on recruiting a diverse mix of talented people and providing active security solutions in 100+ countries.

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