[Remote] Customer Care Associate at SonicWall

Costa Rica

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

CybersecurityIndustries

Requirements

Good attention to detail and documentation skills
Good research abilities, problem identification, resolution, and decision-making skills
Good problem-solving skills
Good written and verbal communication skills, with the ability to establish effective relationships with all levels of management, employees, partners, and end customers
Fluency in written and spoken English
High school diploma/GED or equivalence preferred
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

Responsibilities

Handle issues including but not limited to service contract, account access, license issues, non-technical customer inquiries within established guidelines and policies
Review and identify areas of improvements to streamline non-technical customer service operation processes
Meet required customer service support metrics including Customer Satisfaction metrics, service request handling metrics
Interface with other SonicWall groups, including but not limited to Sales, Order Management, Service Channel, Technical support, Manufacturing Operations, Product Line Manager, Service Business Manager, Service Manager, and Global teams to resolve customer issues and inquiries
Ensure complete and comprehensive issue documentation using appropriate application tracking systems
Screen incoming Customer calls globally
Assist with ticket creation
Verify entitlement and route customers to the technical support team within the organization
Identify when an issue requires engineering and development assistance
Identify and resolve issues with cloud services

Skills

Customer Service

Issue Resolution

Ticket Creation

Entitlement Verification

Cloud Services

Documentation

Attention to Detail

Process Improvement

SonicWall

Provides cybersecurity solutions and services

About SonicWall

SonicWall provides advanced cybersecurity solutions to protect organizations from various cyber threats. Their product offerings include firewalls, secure remote access, email security, and advanced threat protection, all designed to safeguard networks, devices, and data from issues like ransomware, malware, and phishing attacks. SonicWall's products work by monitoring and controlling incoming and outgoing network traffic based on predetermined security rules, ensuring that only safe data is allowed through. Unlike many competitors, SonicWall offers a comprehensive suite of security products along with subscription-based services that provide ongoing updates and support, which helps clients stay protected against evolving threats. The company's goal is to deliver essential security solutions to a diverse range of clients, including small to medium-sized businesses, enterprises, and government agencies, ensuring their safety in an increasingly digital world.

Milpitas, CaliforniaHeadquarters

1991Year Founded

$48MTotal Funding

ACQUISITIONCompany Stage

Consulting, CybersecurityIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Hybrid Work Options

Risks

Recent vulnerabilities in SMA products could harm SonicWall's reputation.

Integration challenges with CrowdStrike may affect service delivery.

Competitive pressure on TZ80 solution could impact SonicWall's market share.

Differentiation

SonicWall offers a comprehensive suite of security products and services.

The company specializes in advanced threat protection for diverse clients.

SonicWall's solutions include firewalls, VPNs, and email security.

Upsides

Growing demand for AI-based threat detection boosts SonicWall's market potential.

Partnership with CrowdStrike enhances SonicWall's offerings for SMBs.

Expansion of 5G networks increases demand for SonicWall's network security products.

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