Technical Support Operations Analyst

2 weeks ago

Makati City, National Capital Region, Philippines Sophos Group Full time

Customer Support & Services – Customer Care /

The main purpose of this role is to ensure that Support cases and calls are distributed to Support engineers according to roster schedules and flag any at risk of exceeding Sophos' Service Level Targets (SLT).

This role will cover the whole of Technical Support Operations. The Operations Analyst must be capable in understanding case details and identifying corresponding actions pertaining to case distribution.

Reporting to the Director of Technical Support, the Operations Analyst will work closely with Support Managers to ensure even distribution and follow-up on any cases approaching SLT limits.

There is an additional expectation to pick up calls on the queue if required, gather details and translate it to a case for assignment. To effectively conduct the role, the Operations Analyst will apply a good understanding of Sophos Products which will be provided in a form of training.

What your will do
  • Gatekeeper of the Global Support case queues, including Transfers and Escalations Queues and performs assignment of cases to appropriate support engineers, based on product skillset and priority.
  • Perform initial verification of Case Severity and update case details prior to case assignment, flagging cases of Critical severity to Support management.
  • Monitor Support case and phone SLT dashboard and flag cases/calls that are approaching SLT to Support management.
  • When required, pick the inbound calls, gather necessary customer information about the caller and process it through the case management system.
  • Adopt Sophos Support Services best practices and flag to Support management any instances noted where best practices have not been followed.
  • Actively participate in team and departmental discussion by contributing feedback on current day to day activity and recommendations for improvement.
  • Actively contribute to the development of new or changed processes and procedures.
  • Partnering closely with peers, building co-operation and co-ordination of teams and functions to ensure a customer-focused view is always taken.
  • Works closely with the Technical Support Engineers and Support Managers.
  • Reports to Technical Support Director.
What you will bring
  • Completes routine tasks that are generally repetitive in nature.
  • Must have a good understanding of the internal processes which will serve as a guide on the day-to-day tasks.
  • eep familiarity with Sophos definitions of Severity (Critical, High, Medium, Low) and ability to take action appropriate to each Severity level.
  • Familiarity with Support engineer skill matrix for fast and accurate case assignment to engineers with appropriate skills.
  • Follow defined procedures in straightforward situations to resolve routine issues in own work area.
  • Escalates issues which are not routine.
  • Receives detailed instructions on all work assignments.
  • Communicates and exchanges procedural information with immediate colleagues and/or internal customers.
  • Applies clear verbal communications skills and common courtesy.
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