Customer Experience Specialist
23 hours ago
The Community Support Engineer is a key role that entails delivering exceptional customer experience through online engagement with customers on platforms such as the Sophos Community, Reddit, and YouTube.
This position requires a highly motivated individual who can effectively convey the company's values and personality through online communications.
The successful candidate will have the opportunity to proactively support customers, create valuable self-service support content, and act as a Sophos Ambassador to build and develop the Sophos Community.
- Preemptively resolve customer queries on online platforms
- Monitor and expedite the escalation of user issues reported online
- Publicly announce urgent Sophos Support product advisories and latest version releases through social media
- Act as a technical contact for Sophos Techvids to produce informative how-to guides and videos
- Review, moderate, and verify community content for technical accuracy and quality
Key skills and qualifications include exceptional interpersonal skills, strong technical knowledge of IT security concepts, and excellent verbal and written communication skills.
The ideal candidate will have a comprehensive understanding of security, cloud, data protection, encryption, malware, spyware, cybersecurity, firewalls, antivirus, and disaster recovery.
Experience with installation, configuration, and troubleshooting of Windows Desktop and Server operating systems is also required.
Additional requirements include experience with Virtualization, knowledge of the online Sophos Community platform, and familiarity with social media platforms such as Reddit and Twitter.
This role offers 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.
Requirements- Effective verbal and written communicator
- Exceptional interpersonal skills
- Strong technical knowledge of IT security concepts
- Excellent verbal and written communication skills
- Comprehensive understanding of security, cloud, data protection, encryption, malware, spyware, cybersecurity, firewalls, antivirus, and disaster recovery
- Experience with installation, configuration, and troubleshooting of Windows Desktop and Server operating systems
- Experience with Virtualization
- Knowledge of the online Sophos Community platform
- Familiarity with social media platforms such as Reddit and Twitter
- Remote-first working model
- Diverse and inclusive environment
- Employee-led diversity and inclusion networks
- Annual charity and fundraising initiatives
- Global employee sustainability initiatives
- Global fitness and trivia competitions
- Global wellbeing days
- Monthly wellbeing webinars and training
We're proud of our diverse and inclusive environment and we're committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better organization, so we encourage applicants who can contribute to the diversity of our team.
All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.
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