SonicWall is a cybersecurity forerunner with more than 30 years of expertise and is recognized as a leading partner-first company, ensuring our partners and their customers are never alone in the fight against cybercrime. With the ability to build, scale and manage security across the cloud, hybrid and traditional environments in real-time, SonicWall provides relentless security against the most evasive cyberattacks across endless exposure points for increasingly remote, mobile and cloud-enabled users. With its own threat research center, SonicWall can quickly and economically provide purpose-built security solutions to enable any organization—enterprise, government agencies and SMBs—around the world. For more information, visit www.sonicwall.com or follow us on Twitter, LinkedIn, Facebook and Instagram.
We’re looking for a detail-oriented and customer-focused Customer Service Operations Specialist to support our global customers and internal teams. In this role, you’ll handle account management, customer escalations, and non-technical inquiries while ensuring an exceptional customer experience. You’ll collaborate cross-functionally with Sales, Order Management, Technical Support, and Operations teams to resolve issues efficiently and drive continuous process improvement.
Key Responsibilities:
- Manage customer inquiries, account setup, and escalation cases within company guidelines.
- Support audit readiness by ensuring accurate case documentation in tracking systems.
- Coordinate with global teams to resolve service requests and meet customer satisfaction goals.
- Triage cases, create and route support tickets, and escalate technical issues when needed.
- Identify opportunities to improve customer service operations and process efficiency.
Requirements:
- 3+ years of related experience and a Bachelor’s degree (or equivalent experience).
- Strong communication, problem-solving, and documentation skills.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint).
- Fluent in written and spoken English.
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SonicWall is an equal opportunity employer.
We are committed to creating a diverse environment and are 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.
At SonicWall, we pride ourselves on recruiting a diverse mix of talented people and providing active security solutions in 100+ countries.
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