Licensing Administrator

**About Us**

**Role Summary**

To handle licensing queries for all Sophos products for all regions and support the relevant internal teams, external partners, and 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.

Shift: APAC, EMEA and North America

**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 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, take part in testing and sign off where required
- Identify common issues with certain regions or clients and raise improvement ideas with Team Leader or Global Licensing Manager.
- Ensure punctuality is observed at all times and unplanned absences are within the agreed KPIs

**What you will bring**:
- **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 Tuesday-Saturday or Sunday-Thursday
- Willing to work in APJ, EMEA, or NA time zone
- Use of Salesforce CRM
- Order processing
- Customer service

LI-Remote

B1

**Ready to Join Us?**

**What's Great About Sophos?**
- 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

**Our Commitment To You**

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.

**Data Protection