Job Description

Posted 2 weeks ago

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

Do you crave the creativity and freedom of a startup but the stability of a large, established company? Are you seeking the autonomy to take risks, make decisions and drive business success? Do you want to accelerate your career to the next level?

Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $50 billion in revenue, we have become the world’s largest technology distributor with operations in 64 countries and more than 35,000 associates.

Position Summary:

In this role, you will be accountable for the overall customer experience, including assisting our resellers with their Billing, Order placement, and Technical inquiries.

Inbound service requests may be in the form of phone calls, chats or emails. This role offers a flexible, hybrid work arrangement

Responsibilities

* Responding to inbound Billing and Technical service requests over the phone and email.

* Accurately and efficiently log all issues and status updates in our internal tracking system

* Understand client's business objectives/impact and apply their expertise to timely resolve issues and ensure customer success

* Evaluate and provide resolution for complex customer Billing inquiries

* 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 and communicate outstanding amounts to customers

* Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end-user issues

* Contributing to the development of service desk processes and procedures

* Interacts closely with various departments and vendors to provide timely resolution of issues

What you bring to the role:

* Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.

* Fair knowledge of Microsoft 365 products and services

* Ability to prioritize user requests effectively and manage user expectations

* Ability to balance attention to detail with expeditious execution in a fast-paced environment Working

* Passion for driving exceptional customer experience

* Ability to work through ambiguity and thrive in a rapidly changing business environment.

* Understanding of related terminology and concepts

* Strong analytical and problem-solving skills

* A passion for continuous learning and self-development

* Must be able to quickly grasp technical concepts and apply them to complex problems