Sr. Microsoft Operations Specialist

Shi International Ltd - Concord, NH

Full-time - Mid Level

Remote - Concord, NH

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Senior Microsoft Operations Specialist is a pivotal role within SHI, responsible for ensuring customer satisfaction and providing support to the SHI Sales teams. This position reports directly to the Manager of Microsoft Operations and plays a crucial role in keeping them informed about departmental activities. The specialist will work closely with other team members to proactively manage the MS-EMEA shared inbox, respond to queries, and complete daily tasks and duties. This role offers a unique opportunity to learn quickly and develop the necessary skills and knowledge to make a significant impact while building relationships across the SHI business and being part of a dynamic team. In this position, the Senior Microsoft Operations Specialist will be expected to lead and mentor other members of the Microsoft Operations Team, driving continual improvement processes to enhance team efficiency. The role involves delivering updates to sales leadership regarding operational changes to Microsoft programs as required, supporting the alignment and recognition of incentive payments, and managing the day-to-day operations of the MS-EMEA team shared inbox. Staying informed about knowledge and processes through Microsoft Blogs, Partner Announcements, and relevant Microsoft Community Calls is essential. The specialist will also liaise with Account Managers, Operations, and the Microsoft Technology Specialist teams both locally and internationally, ensuring that customers are supported throughout their entire lifecycle, including contracts, agreement setups, post-sales licensing, and portals. Effective communication with SHI Account Managers is critical to ensure that orders are placed correctly and on time, and the specialist will also facilitate queries related to the Cloud Solution Provider (CSP) program. This role is designed for individuals who are passionate about technology and eager to become experts in Microsoft solutions, with a strong emphasis on providing high levels of customer service and maintaining attention to detail in a collaborative environment.

Responsibilities

• Lead and mentor other members of the Microsoft Operations Team
• Proactively lead continual improvement processes to increase efficiency within the team
• Deliver updates to sales leadership around operational changes to Microsoft programs as required
• Support with alignment and recognition of incentive payments as required
• Day to day management of the MS-EMEA team shared inbox, supporting with internal and external requests
• Stay up to date on knowledge and processes via Microsoft Blogs, Partner Announcements and relevant Microsoft Community Calls
• Liaise with Account Managers, Operations and the Microsoft Technology Specialist teams both locally and internationally
• Support customers throughout their entire lifecycle including contracts, agreement setups, post sales licensing and portals
• Communicate with SHI Account Managers, ensuring orders are placed correctly and on-time
• Facilitate with CSP (Cloud Solution Provider) queries

Requirements

• Bachelor's degree or equivalent work experience
• Minimum 3+ years in an Operations focused role (ideally Microsoft)
• Demonstrable understanding of Microsoft Licensing Tools/Systems (POET, VLC)
• Strong communication skills, both written and verbal
• A passion for providing extremely high levels of customer service
• An interest in technology and becoming an expert in Microsoft solutions
• The ability to prioritize workloads and maintain a high level of attention to detail
• A collaborative and 'can-do' attitude

Nice-to-haves

• Fluent in French both written and verbal to assist with queries from our Sales Team in Paris.

Benefits

• Base Plus Bonus