.It's fun to work in a company where people truly BELIEVE in what they're doing!COMPANY OVERVIEWIngram 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 SummaryReporting 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. This role allows 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 and should expect. 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.ResponsibilitiesResponding 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 as software defects, misconfiguration, content issues, or end-user issues.Support multiple cloud solutions (i.E., 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
