Online Customer Experience Specialist

24 hours ago


Pulong Santa Cruz, Calabarzon, Philippines beBeeSecurity Full time $81,000 - $101,800
Job Overview

Sophos is a global leader in advanced security solutions for defeating cyberattacks.

As a Community Support Engineer, you will play a key role in proactively supporting customers by engaging them online and producing valuable self-service support content.

You will be an expert in conveying the company's values and personality through online communications, including timely responses to posts and comments.

Main Responsibilities:
  • Act as a Sophos Ambassador to build and develop the community and provide an excellent online customer support experience
  • Deflect support cases by proactively resolving customer queries that arrive on the online platforms
  • Monitor and expedite the escalation of user issues reported online
  • Amply urgent Sophos Support product advisories and latest version releases through social media
  • Act as a technical contact for Sophos Techvids to help produce informative and engaging how-to & troubleshooting guides and videos
  • Review, moderate, and verify community content to ensure technical accuracy and quality
  • Collect, assess, and relay valuable user feedback and suggestions to stakeholders to drive product improvement
  • Cross-collaborate with internal teams to resolve complex issues

Required Skills & Qualifications:

  • Effective communication skills
  • Exceptional interpersonal skills
  • Organized self-starter accountable for their work
  • Strong technical knowledge and understanding of IT security concepts, including antivirus, networking and encryption technologies
  • Excellent verbal and written communication skills inspiring confidence when helping customers troubleshoot issues
  • Advanced computer skills including ActiveDirectory, SQL, Networking, Microsoft Exchange, VMWare, Linux/Unix, Mac, Microsoft Windows, WindowsServer Administration, Domain Controllers, IIS and SQL
  • Thorough knowledge and understanding of Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus and Disaster Recovery
  • Experience with installation, configuration and troubleshooting of Windows Desktop and Server operating systems
  • Experience with remediation of malware/viruses/Trojans
  • Experience with installation and configuration of MacOS, UNIX or Netware
  • Experience with Virtualization (MS SystemCenter Virtual Machine Manager and/or VMWARE)
  • Knowledge and understanding of the online Sophos Community platform and experience with social media platforms (Reddit & Twitter)

Why This Opportunity?

We value diverse perspectives fueling innovation. We encourage applicants contributing to our team diversity.

This role operates a remote-first working model making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Applicants must have legal authorization to work in the jurisdiction where the position is posted without requiring employer sponsorship.


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