The Licensing Help Desk Specialist is responsible for daily management of operational activities assigned to the software team. The incumbent is responsible for ensuring accuracy of all software orders. In addition, the Licensing Help Desk Specialist confirms all orders and fulfills compliance and contract requirements. The Licensing Help Desk Specialist provides process improvement recommendations. Fact finding and research are required to understand the business requirements and design processes that meet those needs.
Key Areas of Responsibility
Ensure accuracy of orders submitted through the router
Analyze product mix on orders and/or quotes and makes upsell and cross sell recommendations as appropriate
Assist with Software Assurance Benefits (SAB) activation calls and walkthroughs on Microsoft’s Volume Licensing Service Center (VLSC) site.
Participate in campaigns focused on driving upsell goals
Enter all anniversary orders into SPS within Microsoft time lines
Provide Licensing Specialists with information that supports achievement of
On-time Renewals and True-ups
Support software licensing specialists and account managers with operational and administrative tasks associated with licensing tasks
Respond to email or phone inquiries from Account Managers and Account Executives.
Become a subject matter expert for all assigned software and order processes
Continuously identify opportunities for process development and improvement
Responsible management of accuracy for all assigned software orders
Respond to all Select Plus Proration Requests utilizing Microsoft Proration Tool
Provide quality assurance by checking and ensuring all steps for software agreements are followed.
Proactively manage the Select/Select Plus annual payment orders
Handle order escalations with internal departments and vendors
Submit Microsoft Licensing Statement (MSL) requests
Handle inbound Microsoft Inside Territory Manager (ITM) requests
Handle Next Generation Volume Licensing (NGVL) requests
Assist with EA Workbook and True Up Worksheet builds
Create Microsoft contracts upon request
Provide guidance to sales on quotes and opportunity pricing based on established pricing structures.
Engage with internal departments such as Purchasing, PPM, Finance and the Bid Desk to assist in the completion of daily operational requests
Effective management of software practice tools
Act as escalation point for all contractor requests
Achieve necessary certifications in assigned license programs as needed
Associate’s degree in Business or equivalent experience
2-yrsexperience with MS Office applications (Word, Outlook, PowerPoint)
2-yrs customer service experience
Other Required Qualifications
Strong analytical skills
Proven track record of high satisfaction ratings from project stakeholders
Strong internal and external customer focus
Committed to building and maintaining strong working relationships with management and staff.
Demonstrated strict attention to detail, accuracy and completeness.
Ability and willingness to conduct research and learn new systems/reports
Well organized with the ability to prioritize project work.
Must work proactively and manage multiple tasks.
Strong written and verbal communication skills.
Ability to work in a fast-paced environment.
Proficient with Microsoft Outlook, Word and Excel in addition to basic computer knowledge
Strong organization and time management skills
Good communication skills with internal and vendor stakeholders
Maintain positive working relationships with management and staff.
Licensing Help Desk Specialist