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- Provide expertise and assist partners with managing cloud orders and subscriptions.
- Accurately and efficiently log all issues and status updates in our internal tracking system.
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- Supporting multiple cloud solutions (I.e., Adobe, Dropbox, Microsoft O365, Google) - Primary focus will be 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.
- Two-year college degree or 5 years experience in technical support/customer support. OR, high school diploma with 8 years of work experience, 4 of those years being in a technical support/customer support role.
- Excellent analytical and problem-solving skills as this is a technical role.
- Excellent communication skills both oral and in written, enabling you to convey complex information clearly and persuasively.
- 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.
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Technical Support Representative - Scottsdale, United States - Ingram Micro
Description
It's fun to work in a company where people truly BELIEVE in what they're doingIngram 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 XvantageTM 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
Ingram Micro has earned Great Place to Work CertificationTM for in the United States This prestigious recognition reflects our commitment to our people and our culture.
Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey
This is a Hybrid position with 3 days a week on-site in Scottsdale, Arizona.
Your role:
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 solutions.
#LI-Hybrid
The typical base pay range for this role across the U.S. is USD $45, $72,000.00 per year.
The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate's primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.
At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.
This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all these duties.
Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.
Ingram Micro believes there is no place in our society for social injustice, discrimination, or racism. As a company we do not - and will not - tolerate these actions.
Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.
