Customer Care Associate

Summary

Join SonicWall, a leading cybersecurity company, as a Customer Service Representative! In this role, you will handle a variety of customer inquiries, troubleshoot issues, and collaborate with internal teams to resolve problems. You will need excellent communication and problem-solving skills, along with experience in customer service. The position requires strong attention to detail and the ability to document issues effectively. While a high school diploma or equivalent is preferred, relevant experience is essential. This is a remote position, offering flexibility and the chance to make a significant impact in a dynamic industry.

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
• Typically requires a minimum of 1 - 2 years of related experience
• Experience with customer service, either in a call center or other related job experience
• Some experience with Microsoft-based programs

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

Preferred Qualifications

High school diploma/ GED or equivalence preferred