• 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
  

• 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
• Willing to work from Tuesday-Saturday or Sunday-Thursday. 9 pm : 6 am/10 pm :7 pm Manila Time)
  

• Desirable
• Use of Salesforce CRM
• Order processing
• Customer Service
  

• Special Conditions
• Holiday restrictions on critical days or weeks
• Will be required to work on holidays
• Flexibility to work extra hours at short notice
  

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Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

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· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.

· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit

· Employee-led diversity and inclusion networks that build community and provide education and advocacy

· Annual charity and fundraising initiatives and volunteer days for employees to support local communities

· Global employee sustainability initiatives to reduce our environmental footprint

· Global fitness and trivia competitions to keep our bodies and minds sharp

· Global wellbeing days for employees to relax and recharge

· Monthly wellbeing webinars and training to support employee health and wellbeing

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We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

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If you choose to explore an 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 Privacy Policy 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 follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos