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.
Responsibilities, including, but not limited to :
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 minimise 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 with Team Leader or Global Licensing Manager.
Ensure punctuality is observed at all times and unplanned absences are within the agreed KPIs
Available shift schedule : EMEA / APJ / North America
Self-motivation and initiative
Problem solving / analytical skills
Excellent written and verbal communication skills in English
Organizational & prioritization skills
Excellent time management skills
Use of Salesforce
Holiday restrictions at critical days or weeks
Will be required to work on holidays
Flexibility to work extra hours at short notice