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.ResponsibilitiesRespond 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) with a primary focus on Microsoft O365 suite.Contribute to the development of service desk processes and procedures.Interact closely with various departments and vendors to provide timely resolution on issues.You Have:Excellent verbal and written communication skills in German and English, along with strong 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 an asset.Ability to work through ambiguity and thrive in a rapidly changing business environment.Understanding of related terminology and concepts.*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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