Job Description

Position Summary:

• 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.
• 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 

PREFERRED EXPERIENCE:

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

Company Overview:

Zones, LLC. provides premier IT solutions from the data center to the desktop. Through close collaboration with our customers, Zones provides a full range of IT hardware, software, and services to businesses. With more than 30 years of experience, global supply chain capabilities, and a partner ecosystem of more than 2,000 hardware and software companies, Zones helps customers around the world tackle their most pressing IT challenges. If you enjoy working in a dynamic and fast-paced environment, are passionate about technology, and want to work at an organization that is growing and investing in its people, Zones is the right place for you! Whether your career is in sales, technology solutions, engineering, operations, or logistics, you will make an impact at Zones and for our customers each day

Required Skills