Licensing Support Specialist - Remote

Overview

The Licensing Support Specialist role reports directly to the Licensing Lifecycle Manager and serves as the frontline serving our Cloud Transformation Desk to provide software and cloud licensing support for our internal team members and SMB clients.

In Short

• Front line reactive and proactive support for general licensing guidance for Tier 1 publishers
• Take ownership of requests, incidents and problems originating from omni-channel requests
• Coordinate services and support with other members of the Cloud Transformation Desk
• Determine root-cause of questions and issues and communicate appropriately to resolve
• Communicate benefits of cloud products and refer to CSS for referral opportunities
• Create and maintain case tickets with specific process documentation
• Participation in rotational queue duties in Assignment Group

Requirements

• 4-yr degree bachelors degree
• 2+ years of licensing support or technical role providing remote support in a helpdesk environment
• Experience working with Tier 1 software publishers understanding product terms and conditions
• Experience working in ticketing systems
• Excellent verbal and written communication skills
• Demonstrated ability to provide world class customer service
• Ability to act quickly to issues and develop solutions

Benefits

• Comprehensive benefits including health insurance, life insurance, and voluntary pension fund scheme
• Free quality food and gym access
• Inclusive and diverse workplace
• Career growth opportunities in IT innovation