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Licence Operations Specialist

1 week ago

Makati City, National Capital Region, Philippines Sophos Full time

Sophos is a global leader in advanced security solutions, dedicated to defeating cyberattacks and protecting businesses worldwide. As a Licence Operations Specialist with Sophos, you will play a critical role in handling licensing queries and supporting internal teams, external partners, and customers.

Responsibilities
  • Resolve licensing queries from various stakeholders within agreed KPIs.
  • Escalate complex issues to L2 Licensing Administrators promptly.
  • Monitor licensing dashboards to ensure proactive issue prevention.
  • Update cases with relevant information for accurate monthly reporting.
  • Develop a deep understanding of licensing processes and knowledge to handle escalations efficiently.

This role requires effective communication skills to clearly explain solutions to the business and customers, minimizing further issues. Building strong relationships with Sales and other internal contacts is also essential for efficient case handling.

You will work closely with customer care, technical support, sales operations, order processing, and fulfilment teams to solve issues, share knowledge, and improve customer experience.