About this role
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:
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Ensure quotes, licensing contracts, and orders are completed accurately and in line with established SLAs.
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Provide proactive communication to stakeholders regarding the status of contracts, quotes, and orders.
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Ensure customer compliance with contractual and licensing obligations.
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Create, submit, and confirm contracts and orders, including the invoicing of Microsoft orders.
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Provide timely resolution of purchase order, pricing, quoting, and contract discrepancies.
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Manage Return Merchandise Authorization (RMA) requests.
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Effectively identify and resolve licensing issues, including educating internal team members and Softchoice customers as necessary.
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Foster an environment of continuous improvement by actively identifying workflow issues that impact our ability to properly support customers.
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Maintain high customer satisfaction scores (NSAT & CSAT).
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Remain current with Microsoft licensing and process changes, both internally and externally.
Requirements
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Completed post-secondary education preferred.
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Minimum of 2 years of business experience in an IT-related industry.
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Strong commitment to delivering exceptional customer service.
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Strong problem-solving skills with the ability to take ownership of issues and drive them to resolution.
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Ability to work well under pressure and reprioritize tasks as needed.
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High level of attention to detail.
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Microsoft Licensing knowledge is an asset.
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Proficiency in Microsoft Office applications, including:
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Outlook
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Excel
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PowerPoint
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Word
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Microsoft Teams
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Working knowledge of SFDC (Salesforce) and SAP is an asset