Community Support Professional

1 week ago


Pagadian, Zamboanga Peninsula, Philippines beBeeCommunitySupport Full time $80,000 - $110,000
Job Title: Community Support Expert

Sophos is a global leader in advanced security solutions. As a Community Support Expert, you will be responsible for proactively supporting customers through online platforms and producing valuable self-service support content.

Main Responsibilities:
  • Act as a brand ambassador to build and develop the community and provide an excellent online customer experience.
  • Deflect support cases by resolving customer queries on online platforms such as Reddit, Twitter, and the community.
  • Monitor and expedite the escalation of user issues reported online.
  • Amply inform users about Sophos Support product advisories and latest version releases through social media.
  • Collaborate with the technical team to produce informative guides and videos.
  • Review, moderate, and verify community content to ensure technical accuracy and quality.
  • Collect and relay valuable user feedback to drive product improvement.
Requirements:
  • Excellent communication skills both verbally and in writing.
  • Strong technical knowledge of IT security concepts, including antivirus, networking, and encryption technologies.
  • Advanced computer skills, including ActiveDirectory, SQL, Networking, Microsoft Exchange, VMWare, Linux/Unix, Mac, Microsoft Windows, and WindowsServer Administration.
  • Thorough knowledge of Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus, and Disaster Recovery.


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