SonicWall jobs - Customer Service Associate

Eligibility Criteria: Any Graduate BCom/BSc/BE/BA with good communication skills

Job Description:

• Customer Service is a first point of contact for customers globally and act as bridge between various departments (Technical support, Backend, Sales, Logistics etc.) internally.
• Work and resolve Customer Service related queries (licensing and registration) through phone and web tickets in accordance with Company policy.
• Screen incoming Customer calls globally, assist with ticket creation; verify entitlement and route customers to the technical support team within the organization.
• Issues include 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
• Meets 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.

Desired Skills:

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.

Job Location: Bangalore