وظائف خدمة عملاء بشركة Ingram Micro

Customer Service Representative - Ingram Micro

About the role: "Customer Support Associate/ Cloud"

Ingram Micro is a master Cloud Service Provider (mCSP), offering channel partners and professionals access to a global marketplace, expertise, solutions and enablement programs that empower organizations to configure, provision and manage cloud technologies with confidence and ease.

In this role you will be accountable for overall partner experience, include providing assistances to our resellers on their Billing, Order placement, and Technical inquires.

You'll take inbound service requests by phone calls and emails. Use your technical expertise and passion for outstanding customer service to answer questions and or troubleshoot technical issues to find solutions

What will you do?
You will be responding to inbound Billing and Technical service requests over the phone and email.
You will be accurately and efficiently logging all issues and status updates in our internal tracking system
You will understand client's business objectives/impact and apply your expertise to timely resolve issues and ensure customer success
You will evaluate and provide resolution for complex customer Billing inquiries
You will reconcile invoices provided by the customer and/or other internal departments
You will explain charges to our customers to enhance their understanding of billing processes and policies
You will initiate adjustments to customer billing charges where appropriate and communicate outstanding amounts to customers
You will identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues
You will be supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365)
You will be contributing to the development of service desk processes and procedures
You will interact closely with various departments and vendors to provide timely resolution on issues
Here is what it takes to be one of the team:
You have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
You have strong knowledge of Microsoft O365
You can prioritize user requests effectively and manage user expectations
You can balance attention to detail with expeditious execution in a fast-paced environment Working
You have the passion for driving exceptional customer experience
You have previous experience troubleshooting and debugging SaaS cloud solutions is an asset
You can work through ambiguity and thrive in a rapidly changing business environment.
You have strong analytical and problem-solving skills