Microsoft Licensing Operations Specialist

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, including quoting, contract creation, order creation, and order management. You will engage with Microsoft, the Sales team, and Softchoice 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.
• Create, submit, and confirm contracts and orders, including the invoicing of Microsoft orders.
• Provide timely resolution of purchase order, pricing, quoting, and contract discrepancies.
• Manage Return Merchandise Authorization (RMA) requests.
• Effectively identify and resolve licensing issues, including educating internal team members and Softchoice customers as necessary.
• Foster an environment of continuous improvement by actively identifying workflow issues that impact our ability to properly support customers.
• Maintain high customer satisfaction scores (NSAT & CSAT).
• Remain current with Microsoft licensing and process changes, both internally and externally.

Requirements

• Completed post-secondary education preferred.

• Minimum of 2 years of business experience in an IT-related industry.

• Strong commitment to delivering 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 Microsoft Office applications, including:

• Outlook

• Excel

• PowerPoint

• Word

• Microsoft Teams

• Working knowledge of SFDC (Salesforce) and SAP is an asset