Customer Service Associate Jobs in Bangalore - SonicWall
Customer Service Associate
Job Description
Eligibility
Criteria:
Job
Description:
- Customer Service is a first point
of contact for customers globally and act as bridge between various
departments (Technical support, Backend, Sales, Logistics etc.)
internally.
- Work and resolve Customer Service
related queries (licensing and registration) through phone and web tickets
in accordance with Company policy.
- Screen incoming Customer calls
globally, assist with ticket creation; verify entitlement and route
customers to the technical support team within the organization.
- 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.
Desired Skills:
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.
Job Location: Bangalore
Job Particulars
About Company
SonicWall has been fighting the cybercriminal industry for
over 26 years, defending small- and medium-sized businesses and enterprises
worldwide. Backed by research from SonicWall Capture Labs and the formidable
resources of over 26,000 loyal channel partners around the globe, our
award-winning, real-time breach detection and prevention solutions secure more
than a million business and mobile networks and their emails, applications and
data.
Ready to do your part in the cyber arms race? SonicWall offers fun, high-energy work environments at the leading edge of technology, networking and cybersecurity. Whether you’re in sales, marketing, engineering, product management, technical support or finance, you’ll have real opportunities to help protect more than 500,000 organizations across the globe. If you’re ready for a career that can impact change — and not just a another job — join one of committed and enthusiastic SonicWall teams in offices around the world.