Customer Support Representative – German Speaking

.It's fun to work in a company where people truly BELIEVE in what they're doing!C OMPANY 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 or troubleshoot technical issues to find solutionsResponsibilitiesResponding to inbound Billing and Technical service requests over the phone, email, and live chatAccurately and efficiently log all issues and status updates in our internal tracking systemUnderstands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer successReconcile invoices provided by the customer and/or other internal departmentsExplain charges to our customers to enhance their understanding of billing processes and policiesInitiate 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 issuesSupporting multiple cloud solutions (I.E., Adobe, Dropbox, Microsoft O365, Google) - Primary focus will be Microsoft O365 suiteContributing to the development of service desk processes and proceduresInteracts closely with various departments and vendors to provide timely resolution on issuesYou Have:Must have excellent verbal and written communication skills in German and English, as well as excellent analytical and problem-solving skills.Knowledge of Microsoft O365 and/or Azure is an advantageAbility to prioritize user requests effectively and manage user expectationsAbility to balance attention to detail with expeditious execution in a fast-paced working environmentPassion for driving exceptional customer experiencePrevious experience troubleshooting and debugging SaaS cloud solutions is an assetAbility to work through ambiguity and thrive in a rapidly changing business environmentUnderstanding of related terminology and concepts,*Ingram Micro is committed to hiring and promoting the most qualified applicants for vacant positions