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