It's fun to work in a company where people truly BELIEVE in what they're doing!
COMPANY OVERVIEW
Ingram Micro is the business behind the world's brands reaching nearly 90 percent of the world's population. Our market reach, diverse solutions portfolio, and digital platform Ingram Micro Xvantage set us apart. We have approximately 27,000 associates committed to serving our more than 161,000 customers and 1,500 vendor partners worldwide. Learn more at www.ingrammicro.com .
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 the overall partner experience, including aiding our resellers on their billing and technical inquiries.
You will take inbound service requests by phone, email, and live chat. Use your technical expertise and passion for outstanding customer service to answer questions and troubleshoot technical issues to find solutions.
Position Summary
Reporting to the Modern support team manager, the SaaS team lead role is critical in ensuring the team's knowledge about our key SaaS Vendors and how to address problems is always up to date. The role has been developed to allow the team to have a go-to person for coaching support around specific tickets or offerings, ensuring we continue to evolve our knowledge day to day and deliver the experience our partners demand. Working with the team manager, this role is the eyes and ears into the day-to-day activity to highlight where processes are not supporting the team, the partners, or our business goals and recommend changes.
Responsibilities
Responding to inbound Billing and Technical service requests over the phone, email, and live chat.
Accurately and efficiently log all issues and status updates in our internal tracking system.
Understand client's business objectives/impact and apply 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 software defects, misconfiguration, content issues, or end-user issues.
Support multiple cloud solutions (e.g., Adobe, Dropbox, Microsoft O365, Google) - Primary focus will be Microsoft O365 suite.
Identify gaps in KB articles and recommend improvements to WW team or process improvements.
Interact closely with various departments and vendors to provide timely resolution on issues.
Share best practices and provide on-the-job coaching to team members.
Provide concierge service to VIP partners and support complex cases.
You Have:
Excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
Knowledge of Microsoft O365 and/or Azure is an advantage.
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 a must.
Ability to work through ambiguity and thrive in a rapidly changing business environment.
Understanding of related terminology and concepts.
Ingram Micro's mission is to help businesses fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro's global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy.
*Ingram Micro is committed to hiring and promoting the most qualified applicants for vacant positions. To achieve this goal, the Company, where permitted by law, will conduct background investigations on all candidates considered for this opening.*
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