Associate, Microsoft Post-Sales Management

Why you’ll love Softchoice:

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

The impact you will have:

As our Microsoft Post Sales Management Associate, you will provide an exceptional customer experience as this is at the heart of everything you do. If being part of a dynamic team, in a growing workplace, in a role filled with endless opportunities to keep learning and growing sounds exciting to you, then this your opportunity to make a difference. Working in conjunction with the Sales organization, you are critical to our success through your attention to detail, pro-active nature, high level of responsiveness, and the ability to stay focussed with navigating our clients though a successful journey.

This role will be hybrid with the expectation of being in the office 1-2 times per month.

What you'll do:

• Manage ad-hoc support requests. Fully own the engagement, or redirect if out of scope
• Support our customers with troubleshooting various Microsoft Enterprise Licensing post sales administrative issues
• Prioritize and manage a high volume of requests within prescribed SLA’s.
• Provide administrative support to our customers with Microsoft vendor websites/portals

Develop and maintain strong Customer and Partner relationships

• Pro-actively communicate progress to internal and external stakeholders
• Take full ownership of issues and problems, and drive to resolution
• Participate in ongoing customer discussions with sales teams
• Act as a liaison with our internal teams and external Microsoft Partner representatives
• Participate in presentations or discussions with internal and external clients
• Provide portal walk-throughs for Microsoft Enterprise Licensing customers (VLSC, M365, etc.)
• Resourceful and able to recognize when to escalate to ensure customer is taken care of promptly
• Provide a high level of customer service through the timely and accurate administration of incoming cases/correspondence
• Maintain high customer satisfaction scores (NSAT & CSAT)

Internal development and continuous learning

• Foster an environment of continuous improvement. Actively identify workflow issues that impact our ability to properly support our customers
• Participate in collaboration sessions regarding customer experience improvements
• Complete all applicable training and certification courses, both internal and vendor related
• Participate in functional cross-training
• Stay current on industry trends as well as Microsoft licensing or process changes

What you'll bring to the table:

• Up to 2 years’ experience in a corporate customer service role or related field.
• Strong communication, organizational and interpersonal skills.
• Self-motivated with effective troubleshooting abilities, proficient with problem solving and are technically inclined.
• Customer service focused and be adept at interacting with customers in a variety of roles.
• Knowledge of Microsoft Licensing and/or Microsoft Enterprise agreements (understanding of cloud computing fundamentals) an asset.
• Attention to detail and multi-tasking capabilities, and able to prioritize in a fast-paced environment.

Not sure if you qualify? Think about applying anyway:

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

Why people love working here:

• Softchoice has been certified as a Great Place to Work in the United States for several years.
• We offer meaningful work and opportunities for career growth.
• We have also been recognized as a Best Workplace for Women, Best Workplace for Inclusion, Best Workplace for Giving Back and Best Place to Work for LGBTQ+ Equality.
• We offer hybrid and remote working opportunities.
• Recognized as a Best Workplace in Canada by the Great Place to Work Institute for 18 consecutive years.
• We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization.
• Our team members have 2 paid volunteer days per year to give back to a cause of their choice.
• We offer an opportunity to build and grow a career in the technology industry.
• Comprehensive benefits from day one of employment.

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:

We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to [email protected] . We are committed to working with you to best meet your needs.

Our commitment to your experience:

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

Job Requisition ID: 5127

EoE/M/F/Vet/Disability