|Title:||License Fraud Analyst|
|Department :||Customer Service|
The License Fraud Analyst role focuses on mitigating illegal use of WebPros software and services. This is a multi-functional role that handles both internal work requests and customer-facing interactions. This position reports directly to the Customer Service Supervisor and plays a key role in assisting the team with both legal concerns and general customer service requests.
Work with cPanel Legal and Customer Service teams to develop and deploy strategies designed to mitigate license fraud for cPanel/WHM, Plesk, and other WebPros assets
Handle all license fraud inquiries that are sent out to hosting companies, datacenters, and other service providers using the Zendesk ticket system
Fulfill requests from Customer Service Leadership and WebPros General Counsel, such as research, report creation, data analysis, customer communications, and general fraud related requests
Create and maintain license fraud documentation, procedures, historical tracking, methodology, and best practices
Assist Customer Service Team with daily ticket volume including billing, licensing, and general customer service requests
Adheres to the policies and procedures of the company
Exemplifies the cPanel Core Values of Inclusion, Innovation, Trust, Collaboration, and Fun
High School Diploma or equivalent
1+ years of experience in either web hosting, software, or license-based products
1+ years in a customer facing role such as customer service, technical support, or similar
Strong research and analysis skills and the ability to present your findings to Legal team and leadership
General knowledge of DNS, Internet Protocol, and other web technologies
Ability to take ownership of tasks and work autonomously to achieve the desired outcomes
Ideal candidates have some level of legal knowledge pertaining to fraud, intellectual property, or similar
Written Communications: Superior written communication skills required; ability to communicate effectively in all written work, utilizing proper grammar, spelling, and punctuation.
Oral Communication: Excellent oral communication skills required; to speak clearly and effectively in positive or negative situations with employees and in group settings.
Interpersonal Skills: Able to motivate, coach, mentor, and develop relationships quickly with all levels of employees in a professional and effective manner.
Research Skills: Able to gather data, facts, and impressions from a variety of sources about prospective and current employees; seeks knowledge about policies, rules, laws, procedures, or practices; managing the data flow; classifying and organizing information for use in decision-making and monitoring.
Ethics and Confidentiality: Demonstrates the highest level of ethical behavior and displays integrity and ethics in handling confidential information.
Time Management: Strong organizational skills, able to prioritize and use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner.
Business Acumen: Demonstrates good judgment and strong skills in achieving maximum organizational performance and efficiencies.
Results Driven: Able to follow through on assignments to achieve company and departmental goals.
Adaptability: Able to adapt to changes in the work environment, manage competing demands, and deal with frequent change, delays or unexpected events including software & systems used to perform everyday tasks.
Problem Solving Skills: Able to identify and resolve problems in a timely manner, gather and analyze information skillfully; able to apply independent judgment on regular basis in making decisions.
Travel: Semi-frequent local and international travel required, including some interstate travel by air.
Work Environment and Physical Demands
Ability to work in an office environment. Specific abilities required by this job include: Ability to occasionally lift and carry or move up to 20 pounds; Near vision; hearing; ability to transport oneself as needed throughout the day; ability to sit and use computer workstation, including keyboard and visual display terminal, for extended periods of time; manual dexterity (eye/hand coordination); repetitive arm/hand movements
cPanel is a 24/7 operation and nontraditional or extended hours (including weekends) may be required
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