SonicWall is looking for a Customer Care Associate to manage non-technical customer inquiries and service operations. You will resolve issues related to service contracts, accounts, and licenses while meeting key customer service metrics. This role interfaces with various internal groups to deliver solutions globally.
What You'll Do
- Handle non-technical customer inquiries including service contract, account access, and license issues.
- Review and identify areas for improvement to streamline non-technical service processes.
- Meet required customer service support metrics including Customer Satisfaction and service request handling.
- Interface with other SonicWall groups such as Sales, Order Management, and Technical Support to resolve issues.
- Ensure complete and comprehensive issue documentation using application tracking systems.
- Screen incoming customer calls globally and assist with ticket creation.
- Verify entitlement and route customers to the technical support team.
- Identify when an issue requires engineering and development assistance.
- Identify and resolve issues with cloud services.
What We're Looking For
- Good attention to detail and documentation skills.
- Good research abilities, problem identification, resolution, and decision-making skills.
- Good written and verbal communication skills, with the ability to establish effective relationships.
- Fluency in written and spoken English.
- Typically requires a minimum of 1 - 2 years of related experience.
- Experience with customer service, either in a call center or other related job experience.
- Some experience with Microsoft-based programs.
Nice to Have
- High school diploma/ GED or equivalence.
Technical Stack
- Microsoft-based programs
Team & Environment
You will interface with Sales, Order Management, Service Channel, Technical support, Manufacturing Operations, Product Line Manager, Service Business Manager, Service Manager, and Global teams.
Work Mode
This is a remote position based in Costa Rica.
SonicWall is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.
