Microsoft Licensing Operations Specialist

Job Summary

Providing an exceptional customer experience is at the core of everything you do.

The Microsoft Licensing Specialist provides end-to-end sales and operational support, including quoting, contract creation, order processing, and order management. In this role, you will collaborate with Microsoft, the Sales team, and Softchoice customers to deliver a seamless customer experience.

Key Responsibilities

• Respond promptly to requests and ensure quotes, licensing contracts, and orders are completed accurately and within established SLAs.
  
• Proactively communicate with stakeholders regarding the status of contracts, quotes, and orders.
  
• Ensure customer compliance with contractual and Microsoft licensing obligations.
  
• Create, submit, and confirm contracts and orders, including invoicing Microsoft orders.
  
• Resolve purchase order pricing, quoting, and contract discrepancies in a timely manner.
  
• Manage Return Merchandise Authorization (RMA) requests.
  
• Identify and resolve Microsoft licensing issues while educating internal team members and Softchoice customers as needed.
  
• Foster a culture of continuous improvement by identifying workflow issues that impact customer support.
  
• Maintain high customer satisfaction scores (NSAT & CSAT).
  
• Stay up to date with Microsoft licensing and process changes, both internally and externally.
  

Requirements

Qualifications & Requirements

• Completed post-secondary education is preferred.
  
• Minimum of 2 years of business experience in the IT industry.
  
• Strong commitment to delivering exceptional customer service.
  
• Excellent problem-solving skills with the ability to take ownership of issues and drive them to resolution.
  
• Ability to work effectively under pressure and reprioritize tasks as needed.
  
• High attention to detail.
  
• Microsoft Licensing knowledge is an advantage.
  
• Proficiency in Microsoft Office applications, including:
  • Outlook
    
  • Excel
    
  • PowerPoint
    
  • Word
    
  • Microsoft Teams
    
• Working knowledge of Salesforce (SFDC) and SAP is an asset.