[Europe] Cloud Products for Non-Profits Support Specialist

Cloud Products for Non-Profits Support Specialist
About Us
TechSoup is a high-impact, global non-profit social enterprise that believes in using technology for the greater good. Since 1987, they have been building partnerships and alliances with individuals, corporations, non-profits, and governments across the globe – all committed to helping civil society organizations fully access the profound power of technology and a connected world — and use it to improve lives. 

Position Summary
As a Cloud Products Support Specialist (Non-profit sector), you will have primary responsibility for supporting CSOs in their Cloud Licensing Needs and Products, mainly coordinating sales, and provisioning operations for TechSoup’s Cloud Service Provider Program globally. 

In this role, you’ll be working directly with the Cloud and Services Teams including operations & technical support staff. You will be responsible for handling both inbound and outbound requests from customers (Non-Profit Organizations) relating to customer product selection and pre and post-sales support. Sample tasks for this job include but are not limited to: interacting with customers by phone and email to provide product information, taking/reviewing orders, implementing and evolving support processes, navigating multiple platforms and applications to add, view and find customer account details, communicate efficiently timely and appropriately to all customer and partner requests and coordinating with Microsoft and other external IT organizations as deemed appropriate.

This position reports to Cloud Operations Lead 

Essential Duties and Responsibilities:
Running the daily operations for the MS cloud program, involving:

• Handle inbound and outbound requests related to sales, customer service for TechSoup customers and support requests.
• Create, maintain, review and process cloud orders
• Administer and foster a positive and professional working relationship with internal departments and service providers.
• Maintain strong working knowledge of the Microsoft 365 service, and all required tools and products.
• Support the internal finance team billing and account/reconciliation activity associated with cloud program activities as required.
• Drive initiatives that improve efficiencies and contribute to long-term operational excellence.
• Improve processes and policies in support of organizational goals within the department.
• Preparing periodical reports as needed

• Special project coordination/planning/implementation as required

Qualifications

• At least one year experience in a high volume customer service center responding to calls and emails.
• Experience with customer support of online services, operations and fulfillment processes.
• Sales experience desirable
• Certification in MS Cloud products and services (M365, Azure etc) desirable.

Knowledge, Skills, and Abilities

• Knowledge of Microsoft Cloud offerings essential
• Proficient skills in Microsoft365 and additional cloud products
• Good interpersonal skills and a positive attitude
• Ability to take ownership of a task or process and see things through, and close the loop

• Ability to communicate clearly with customers, users and other staff, both orally and written
• Interest in learning about technology products and in working in the non-profit sector
• Ability to understand cultural sensitivities and differences, and to interact properly with individuals from many cultures and backgrounds

Other Requirements:

• Fluency in English language required

• Fluency in Italian and/or other European languages highly desirable
• A later workday start is preferred to help extend team coverage for East Coast U.S. customers

For your contribution and passion, we can offer:

• Full-time job (work from Monday till Friday).   
• Contract of employment for Polish residents, B2B for residents of other European countries.  

• Benefits package: Premium medical plan at Medicover, life insurance at MetLife, pension program PPE, Multisport card (for Polish residents) and LinkedIn learning platform.  
• Remote work opportunities with the possibility to visit our office in the center of Warsaw, Poland.  
• An attractive international working environment.  
• Broad training opportunities (online and offline).  

This is fully remote role.
Salary range: 8,000pln – 12,000pln per month
This may change depending on location, as we recalculate it for Cost of Living index for the given country.

Send your CV on [email protected] email address. Recommend this position to your colleagues and friends, if you think it could be right position for them.