Job Description

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. They will answer general licensing questions from top tier publishers and provide triage support to ensure issues and questions are directed to the correct department for resolution.

What you’ll do as the Licensing Support Specialist:

Employees employed in the role of Licensing Support Specialist shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.

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.

• 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 

What you will bring to the team:

Education / Certification:  

• 4-yr degree preferred but not required 
• In-lieu of degree equivalent education, certifications, training and work-related experience  

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

Preferred Experience: 

• Experience with Microsoft product terms and conditions
• Adobe experience a plus
• Completion of Microsoft MCP (Licensing)

Zones offers a comprehensive Benefits package At Zones, we are committed to fostering an inclusive and diverse workplace. We provide comprehensive benefits to support our employees, including health insurance coverage for parents, spouse, and children, life insurance, pension fund scheme, EOBI, and on the house free quality food, gym, and much more. We embrace equal employment opportunity, free from discrimination based on various characteristics, and offer an exciting career immersed in an inventive, collaborative culture. If you are enthusiastic about working on the cutting edge of IT innovation, sales, engineering, and operations, Zones is the perfect opportunity for you.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Required Skills