Customer Care Associate - Remote

Overview

The Customer Care Associate at SonicWall will be responsible for handling non-technical customer inquiries, ensuring customer satisfaction, and interfacing with various internal teams to resolve issues.

In Short

• Handle service contract, account access, and license issues.
• Identify areas for improvement in customer service processes.
• Meet customer service support metrics.
• Collaborate with internal teams to resolve customer inquiries.
• Document issues comprehensively.
• Screen incoming customer calls globally.
• Assist with ticket creation.
• Verify entitlement and route customers to technical support.
• Identify when engineering assistance is required.
• Resolve issues with cloud services.

Requirements

• Attention to detail and good documentation skills.
• Research abilities and problem-solving skills.
• Strong written and verbal communication skills.
• Fluency in English.
• High school diploma or equivalent preferred.
• 1-2 years of related experience.
• Experience in customer service.
• Familiarity with Microsoft-based programs.

Benefits

• Diverse work environment.
• Equal opportunity employer.
• Commitment to diversity in hiring.