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.