Licensing Administrator

Makati City, National Capital Region (NCR), PH, 1225

Finance

Sophos Overview – Cybersecurity Evolved

 

As a worldwide leader in next-generation cybersecurity, Sophos protects nearly 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs – a global threat intelligence and data science team – Sophos’ cloud-native and AI-enhanced solutions secure endpoints (laptops, servers and mobile devices) and networks against evolving cybercriminal tactics and techniques, including automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more. The award-winning Sophos Central cloud-based platform integrates Sophos’ entire portfolio of best-of-breed products, from the Intercept X endpoint solution to the XG Firewall, into a single system called Synchronized Security. Sophos products are exclusively available through a global channel of more than 47,000 partners and Managed Service Providers (MSPs). Sophos also makes its innovative commercial technologies available to consumers via Sophos Home. The company is headquartered in Oxford, U.K., and is publicly traded on the London Stock Exchange under the symbol “SOPH.”

JOB PURPOSES

 

To 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. Ensure relevant information is added to licensing cases to enable accurate reporting to drive system, process and product improvements to reduce licensing issues. 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 prioritised and assist with testing and approval of JIRAs as well as contributing to monthly regression and release testing.

 

MAIN DUTIES

  • Handle licensing queries from Sophos staff, end users, partners and distributors for all regions within agreed KPIs
  • Ensure prompt escalation of complex queries to L2 Licensing Specialist.
  • Monitor any licensing dashboards or reports provided to ensure a proactive and preventative approach to licensing issues
  • Quickly develop licensing knowledge to enable prompt and accurate handling of all licensing escalations across different product families
  • Build solid relationships with Sales, and other internal contacts to enable the efficient and timely resolution of any issues
  • Work closely with global order processing, technical support and customer care teams to solve issues and share knowledge
  • Keep up to date with product, licensing and process changes and contribute to ensuring documentation is kept up to date on wiki
  • Ensure detailed understanding of order processing and licensing requirements for different products to enable accurate handling of queries
  • Assist in reducing the risk of system bugs which affect licensing through participation in monthly regression testing and testing of new features
  • Ensure any system bugs are reported and followed up to ensure resolution, taking part in testing and sign off where required
  • Work with relevant teams to drive reduction in number of licensing issues experienced and improve customer experience
  • Support the OP team with order processing where required
  • Holiday restrictions at month end
  • Will be required to work between Christmas and New Year
  • Flexibility required to work extra hours at short notice

 

SKILLS AND EXPERIENCE

 

•    Office work
•    Use of Salesforce
•    Customer service
•    Order processing
•    Self-motivation and initiative
•    Problem solving/analytical skills
•    Excellent written and verbal communication skills in English
•    Organisational & prioritisation skills
•    Excellent time management skills
•    Communication
•    Attention to detail
•    Customer service
•    Working in a team
•    Adaptability
•    GCSE Maths + English (A-C) or equivalent
•    MS Office 
•    Salesforce incl. Cases & Chatter

 

 

Equal Opportunities

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.

If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our data protection policy which can be found here and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please reply to this or other emails from Sophos clearly stating your request, or follow the steps set out in the data protection policy describing your individual rights.  If you have any questions about Sophos’ data protection practices please contact dataprotection@sophos.com.

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.


Job Segment: Technical Support, Technology