Microsoft Licensing Operations Specialist

Work Setup: Work From Home (100% Remote)

Schedule: EST Working Hours

Location: Open Nationwide (Philippines)

Job Summary Providing an exceptional customer experience is at the core of everything you do. The Microsoft Licensing Specialist will provide full end-to-end sales and operational support through quoting, contract creation, order creation, and order management. You will engage directly with Microsoft, internal sales teams, and customers to create a seamless experience.

Job Responsibilities

• Ensure quotes, licensing contracts, and orders are completed accurately and in line with established SLAs.
• Provide proactive communication to stakeholders regarding the status of contracts, quotes, and orders.
• Ensure customer compliance with contractual and licensing obligations.
• Handle the creation, submission, and confirmation of contracts and orders, including invoicing for Microsoft orders.
• Provide timely resolution of purchase order pricing, quoting, or contract discrepancies.
• Manage Return Merchandise Authorization (RMA) requests.
• Identify and resolve licensing issues, including educating internal team members and customers as necessary.
• Foster an environment of continuous improvement by actively identifying workflow issues that impact customer support.
• Maintain high customer satisfaction scores (NSAT & CSAT).
• Remain current with Microsoft Licensing and process changes, both internally and externally.

Requirements

• Based in the Philippines with a dedicated home office setup for 100% Work From Home.
• Ability and willingness to work standard EST (US Eastern Standard Time) hours.
• Completed post-secondary education preferred.
• Minimum 2 years of business experience in an IT-related industry.
• High level of commitment to exceptional customer service.
• Strong problem-solving skills with the ability to take ownership of issues and drive them to resolution.
• Ability to work well under pressure and reprioritize tasks as needed.
• High level of attention to detail.
• Microsoft Licensing knowledge is an asset.
• Proficiency in MS Office tools (Outlook, Excel, PowerPoint, Word, Teams).
• Working knowledge of SFDC and SAP is an asset.