Customer Success Specialist

Posted 2 Days Ago
Hiring Remotely in United States
Remote
Mid level
Security • Cybersecurity
The Role
The Customer Success Specialist manages customer inquiries and escalations, ensuring a high level of service while collaborating with internal teams to improve processes.
Summary Generated by Built In

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 TwitterLinkedInFacebook 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.

#LI-Remote | #LI-KB7 | #LI-USA


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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The Company
Milpitas, CA
1,832 Employees
Year Founded: 1991

What We Do

SonicWall has been fighting the cyber-criminal industry for over 25 years defending small, medium-size businesses and enterprises worldwide. Backed by research from the Global Response Intelligent Defense (GRID) Threat Network, our award-winning real-time breach detection and prevention solutions, coupled with the formidable resources of over 10,000 loyal channel partners around the globe, are the backbone securing more than a million business and mobile networks and their emails, applications and data. This combination of products and partners has enabled a real-time cyber defense solution tuned to the specific needs of the more than 500,000 global businesses in more than 215 countries and territories.

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