Licensing Administrator (emea Shift)

About Us Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary   As a Licensing Administrator, you will handle licensing queries for all Sophos products for all regions and support the relevant internal teams, external partners, customers by resolving queries quickly and professionally. You will ensure relevant information is added to licensing cases to enable accurate reporting to drive system, process and product improvements to reduce licensing issues. You will evaluate systems and processes in order to propose improvements to make the tasks we perform and licensing systems more efficient/accurate – ensure liaison with TLs to get JIRAs created, defined and prioritized and assist with testing and approval of JIRAs as well as contributing to monthly regression and release testing.  

What You Will Do

• Handle licensing queries and escalations from Sophos staff, end users, partners and distributors for all regions within the agreed KPIs.
• Escalate complex issues to L2 Licensing Administrators promptly.
• Monitor any licensing dashboards or reports provided to ensure a proactive and preventative approach to licensing issues.
• Update licensing cases with relevant information to support with monthly case reporting.
• Quickly develop detailed understanding of licensing knowledge and processes to enable prompt and accurate handling of licensing escalations across different product families.
• Keep up to date with new products, licensing and process changes and contribute to ensuring documentation is kept up to date.
• Complete licensing administration tasks accurately on or before the given deadline.
• Communicate solutions to the business and customers as clearly as possible to minimize further issues and promote quick resolution
• Build solid relationships with Sales and other internal contacts to enable efficient and timely handling of cases.
• Work closely with relevant teams such as customer care, technical support, sales operations, order processing, and fulfilment to solve issues, share knowledge, and improve customer experience.
• Assist in reducing the risk of system bugs which affect licensing through participation in monthly regression and smoke tests and testing of new features.
• Report any potential and identified system bugs immediately, taking part in testing and sign off where required.
• Identify common issues with certain regions or clients and raise improvement ideas withTeam Leader or Global Licensing Manager.
• Ensure punctuality is observed at all times and unplanned absences are within the agreed KPIs.

What You Will Bring

• Essential
• 3 years of experience in end-to-end licensing/ order management/ customer service.
• Self-motivation and initiative
• Problem solving/analytical skills
• Excellent written and verbal English communication skills
• Organizational & prioritization skills
• Excellent time management skills
• Wiling to work from Monday ~ Friday (3PM-12MN Manila Time) and amenable to change shift per business requirement.  Desirable- Use of Salesforce CRM
• Order processing  Special Conditions- Holiday restrictions at critical days or weeks
• Will be required to work on holidays
• Flexibility to work extra hours at short notice