Having a strong customer service focus with the commitment to excellence and desire to delight customers and being a customer ambassador who is passionate about creating a positive customer experience
Solving technical problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
Learning and utilizing specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
Handle customer complaints and escalations (via phone, email, remote desktop) by talking to customers directly.
Sometimes, on duty of a backyard support for support desk team in night time, weekend and holidays.
Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies
Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
Ability to handle escalated calls while using good judgment to make sound recommendations
Advanced computer skills and 2 plus including but not limited to : SQL, Networking, VMWare, Linux / Unix, Microsoft Windows, Unix / Linux administration skills including DNS, shell script etc.
Thorough knowledge and understanding of the following concepts : Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus and Disaster Recovery (is a plus)
Experience of installation, configuration and troubleshooting of Windows Desktop, Server operating systems including Unix / Linux
Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.