Customer Support Representative

2 weeks ago

Scottsdale, United States Ingram Micro Full time

It's fun to work in a company where people truly BELIEVE in what they're doing

Ingram Micro has earned Great Place to Work Certification for 2022-2023 in the United States This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey

This is a Hybrid position with 3 days a week on-site in Scottsdale, Arizona.

Your role:
In this role, you will be accountable for the overall partner experience, including aiding our resellers on their billing, and technical inquiries.-
- Accurately and efficiently log all issues and status updates in our internal tracking system.- Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.- Reconcile invoices provided by the customer and/or other internal departments.- Explain charges to our customers to enhance their understanding of billing processes and policies.- Initiate adjustments to customer billing charges where appropriate by providing debit/credit memos.- Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end-user issues.- Supporting multiple cloud solutions (I.e., Adobe, Dropbox, Microsoft O365, Google) - Primary focus will be Microsoft O365 suite.- Contributing to the development of service desk processes and procedures.- Interacts closely with various departments and vendors to provide timely resolution on issues.

What you bring to the role:
- Two-year college degree or equivalent combination of education and experience required.- 8 + years of functional experience including 4 years of position specific experience.- Excellent analytical and problem-solving skills.- Excellent communication skills both oral and in written, enabling you to convey complex information clearly and persuasively.- Ability to prioritize user requests effectively and manage user expectations.- Ability to balance attention to detail with expeditious execution in a fast-paced working environment.- Passion for driving exceptional customer experience.- Previous experience troubleshooting and debugging SaaS cloud solutions is an asset.- Ability to work through ambiguity and thrive in a rapidly changing business environment.- Prior experience and technically proficient with Microsoft Office.

LI-AH1

LI-Hybrid

The typical base pay range for this role across the U.S. is USD $45,000.00 - $72,000.00 per year.

At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Ingram Micro believes there is no place in our society for social injustice, discrimination, or racism. As a company we do not - and will not - tolerate these actions.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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