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.
Responsibilities:
- Issues include but not limited to technical service understanding, account creation and maintenance, customer escalation, and 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, Service Business Manager, Service Manager, and Global teams to resolve customer issues and inquiries
- Ensure complete and comprehensive documentation using appropriate application tracking systems
- Screen incoming Customer calls globally
- Assist with ticket creation
- Route customers to the technical support team within the organization.
- Ability to identify when an issue requires engineering assistance
- Ability to review and triage cases and/or one-off support tickets to go to engineering
- Ability to provide licensing keys to the customers as appropriate
- Ability to track tasks and follow up with other team members
- Able to field customer concerns and escalation to a supervisor
Requirements:
- Excellent attention to detail and documentation skills
- Excellent research abilities, problem identification, resolution, and decision-making skills
- Excellent problem-solving skills
- Excellent 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
Education and Experience:
- At least 3 years of related experience with a Bachelor’s degree; or 1 year and a Master’s degree; or a PhD without experience; or equivalent work experience preferred
- High level of experience with Microsoft programs including Word, Excel, PowerPoint preferred
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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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SonicWall Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SonicWall and has not been reviewed or approved by SonicWall.
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Healthcare Strength — Health, dental, vision, mental-health support, and wellness programs are part of the package. Feedback suggests coverage breadth is a dependable component of total rewards.
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Leave & Time Off Breadth — Generous PTO, paid holidays and sick time, and bereavement leave are described alongside flexible or remote options. Feedback suggests ample time away meaningfully supports balance.
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Retirement Support — A 401(k) and core financial protections such as life and disability insurance are included. Feedback suggests these fundamentals meet standard expectations for many.
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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.
