Partner Success Manager

Summary

Join SonicWall, a cybersecurity leader, as a Customer Service Representative. You will handle a variety of customer inquiries, troubleshoot issues, and collaborate with internal teams to resolve problems. Responsibilities include managing accounts, escalating complex issues, and ensuring excellent customer satisfaction. The ideal candidate possesses strong communication, problem-solving, and documentation skills, along with experience in customer service. A bachelor's degree and 3 years of experience or equivalent is required. This is a remote position.

Requirements

• Excellent attention to detail and documentation skills
• Excellent research abilities, problem identification, resolution, and decision-making skills
• Excellent problem-solving skills
• Excellent 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
• At least 3 years of related experience with a Bachelor’s degree; or 1 year and a Master’s degree; or a PhD without experience; or equivalent work experience preferred

Responsibilities

• Issues include but not limited to technical service understanding, account creation and maintenance, customer escalation, and 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, Service Business Manager, Service Manager, and Global teams to resolve customer issues and inquiries
• Ensure complete and comprehensive documentation using appropriate application tracking systems
• Screen incoming Customer calls globally
• Assist with ticket creation
• Route customers to the technical support team within the organization
• Ability to identify when an issue requires engineering assistance
• Ability to review and triage cases and/or one-off support tickets to go to engineering
• Ability to provide licensing keys to the customers as appropriate
• Ability to track tasks and follow up with other team members
• Able to field customer concerns and escalation to a supervisor

Preferred Qualifications

High level of experience with Microsoft programs including Word, Excel, PowerPoint preferred

Benefits

#LI-Remote