Position Overview

( Licensing Support Specialist) – Job Description

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Job Description:

• 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

METRICS

List key metrics that will measure and define success for this role, based on assigned Shared Services work stream. These metrics can include some or all the below and can be changed without notice to meet company standards:

• 90% SLA responses
• 90% accuracy of install base audits
• Customer retention
• CSAT via accuracy of SAM analysis

REQUIRED EXPERIENCE:

• 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
• Demonstrated strong communication and proven ability to resolve complex issues a timely manner
• Ability to act quickly to issues and develop solutions
• Demonstrated track record of achieving productivity goals.  

ABOUT Zones:

For over 30 years, Zones has worked with industry-leading partners to offer comprehensive IT solutions to clients around the world. Our Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification solutions lead clients through their digital transformations, and our services offer support every step of the way. That’s what makes us the First Choice for IT.™

Zones offer a comprehensive benefit package.

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our team. Our employees enjoy a variety of comprehensive benefits, including health Insurance coverage for parents, spouse & children, life insurance, Provident Fund and EOBI. paid annual, casual, and medical leaves; Provident Fund; EOBI; increments, on-the-house free quality food, gym and much more.

We maintain our unequivocal commitment to and support of equal employment opportunity for all individuals, free from discrimination based on race, colour, ethnicity, religion, national origin, citizenship, marital status, gender, sexual orientation, age, disability, genetic information, or any other basis protected by under the law. At Zones, work is more than a job – its an exciting career immersed in an inventive, collaborative culture.

If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

Job timings: 09:00 PM till 06:00 AM