Profile: Order Processing Support
Pan India: Work from home job
About the job
Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com
Role Summary
Work with Regional OP TLs and L2s to process orders, Follow the wiki/Instruction on the mail/Check lists while processing the orders and ensure company policies are being adhered to at all times
Monitor Case queue/order queue throughout the day, any stuck orders to be reviewed and to be cleared with the help of TLs/L2s,
To be clear on the wiki instructions/Export Policy/Billings Policy/Global Order Processing Practices and any doubt to be cleared with the help of TLs/L2s.
Ensure on the Job behaviour and utilization of the company resource is in line with HR Policy
What You Will Do
Regularly reviews of Case queue and Orders queue and to clear any stuck order/Case with the help of Regional TL/L2s.
Regularly updating the Out side SLA Metrics, Case comments updation.
Follow the wiki/other instructions while processing the orders.
Follow the Export policy/billing policy while processing the orders without any deviation.
On the month end/Quarter End/Year end, please ensure that we plan our day as per the expectation of TL and leave after informing TL.
On Holiday/Month end, quarter end, year end, we need to ensure the skeleton staff in order to meet the business requirement and need to support TL positive as much as possible.
Ensure all your orders are processed within agreed SLAs.
Apart from orders, whatever is expected on daily basis is fulfilled accordingly, for example, outside of SLA reason to be updated while processing the orders (missing ones within 48 hours), Case value/reason to be updated immediately.
Any planned leave first needs to be approved by TL, then HR portal and calendar needs to be updated.
What You Will Bring
Prior experience (1-2 yeas) in Sales order processing
Good team player skills
Should be able to work in high volume and pressure environment as meeting deadlines are critical for this role.
Willingness to work in night shift
Remote
What’s Great About Sophos?
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 that 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
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. If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.