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Cloud Customer Support Representative

Company: Ingram Micro
Location: Scottsdale
Posted on: May 3, 2021

Job Description:

DESCRIPTION

Ingram Micro is seeking a motivated and talentedCLOUD CUSTOMER SUPPORT REPRESENTATIVEthat is passionate about PROVIDING BEST IN CLASS CUSTOMER CARE AND BRINGS AN INTEREST IN DIVING INTO THE WORLD OF TECHNOLOGY to join our growing Cloud division.

WHO IS INGRAM MICRO CLOUD?

Ingram Micro Cloud, a business unit of Ingram Micro, powers the world's largest cloud marketplace, and is committed to helping our partners accelerate their digital business success by leveraging our hyperscale platform technology, infinite ecosystem of cloud solutions from the biggest innovators in the tech industry, and go-to-market support and resources to increase adoption and growth. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry.

HOW DO YOU STAND OUT?

If you have experience working in a high-volume call center and thrive in a fast paced environment, this job is for you! You'll be taking inbound service requests by phone and emails and using your technical expertise and passion for outstanding customer service to answer questions and or troubleshoot technical issues to find solutions

ESSENTIAL RESPONSIBILITIES OF YOUR ROLE:

- 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
- Understands client's business objectives/impact and applies 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
- Supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365)
- Primary focus will be one Microsoft O365 suite
- Contributing to the development of service desk processes and procedures
- Interacts closely with various departments and vendors to provide timely resolution on issues

*Note: This is not a complete list of tasks

Keywords: Ingram Micro, Scottsdale , Cloud Customer Support Representative, Other , Scottsdale, Arizona

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