- Act as the main point of contact for customer inquiries regarding Licensing Support via phone and email, ensuring prompt and professional assistance.
- Process software license support requests according to established time frames, ensuring accuracy and efficiency in delivery.
- Provide technical assistance and troubleshooting related to software key distribution and activation as needed.
- Maintain and update records of software license distribution and availability using Aviat's various licensing tools and configure Network Management System licenses as required.
- Collaborate with cross-functional teams including Order Fulfillment, Product Line Management, Sales, Technical Assistance Center (TAC), and Engineering to address and resolve escalations effectively.
- Verify customer entitlement by conducting thorough research within Aviat's systems, ensuring compliance with licensing agreements.
- Escalate unresolved issues to the Manager for further resolution or decision-making as necessary.
- Register, validate, and assign Aviat Care and other online accounts for both internal and external customers, granting access to Aviat Cloud and licensing self-service portals, and onboard new Store customers as needed.
- Validate and process entitlement changes, PIN requests, and account updates, collaborating with Training and Dev Ops teams if other portals are impacted.
- Proactively identify opportunities for process improvement and contribute to updating departmental procedures to enhance efficiency and effectiveness.
- Attend regular team meetings with the Manager and colleagues to share insights, collaborate on projects, and align on priorities
- Other duties as assigned
- High School diploma required; College or bachelor's degree preferred, and/or relevant work experience
- Minimum of 3+ years of experience as a Customer Service professional.
- Proficiency in Windows-based computer applications, including Microsoft Outlook, Word, and Excel.
- Strong written and verbal communication skills in both English and Spanish , required.
- Demonstrated ability to multitask effectively and adapt to changing priorities.
- Excellent telephone etiquette and professional demeanor.
- Capacity to manage deadlines and handle escalations efficiently.
- Self-motivated with the capability to work independently with minimal supervision.
- Flexibility to work additional hours as needed.
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Licensing & Online Accounts Specialist - Mexico City, México - Aviat Networks
Descripción
About the Role
: The Licensing and Online Accounts Specialist is a key contributor to our overall Customer Service performance. This role is primarily responsible for ensuring that Aviat's products' software licensing support and online account requests are completed accurately and timely. Responsibilities will encompass processing software license support requests within specified time frames, ensuring smooth software key distribution and activation, and maintaining accurate records of software license distribution and availability across Aviat's licensing tools. Also responsible for escalating matters to the attention of the Manager as necessary, for decision or further resolution. Responsibilities:
Qualifications & Competencies:
Usuarios de profesión Licensing & Online Accounts Specialist en Mexico City
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Arizbeth Nardo
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