Cloud Customer Support Representative

NO EXPERIENCE NECESSARY.

Hourly Pay Starting at $ 19.00 per hour

Shifts: 40 HR SHIFT SUN-SAT 8AM-8PM (WEEKENDS SHIFTS WILL ROTATE QUARTERLY)

Hybrid in-office/WFH Schedule after training

FULL TRAINING & DEVELOPMENT PROVIDED

BENEFITS START ON 1ST DAY:

Opportunity to begin a long-term career with unlimited growth and advancement with a stable and growing organization

Medical, Dental, Vision

401K Matching

Vacation Sick Days

Work Life Balance

Paid Parental Leave

Continuing Education Reimbursement

Commission Structure Opportunity

Bonus Opportunities

HSA and FSA

Life Insurance

Short and Long Term Disability

Swag from the coolest vendors in Tech

Mentorship & Career Growth Opportunities

Ingram Micro Cloud is a "startup like" business arm of the larger Ingram Micro - and we're growing absurdly fast. We are the world's largest cloud platform provider, enabling any business to provide cloud solutions to anyone. We are committed to helping our partners drive new ways of doing business with an infinite ecosystem of cloud solutions, platform technology, enablement programs, and relationships with the biggest players in the cloud industry. Today, we deliver the world's broadest, fully automated marketplace of cloud services. We have a proven track record of success and expertise in SaaS, IaaS, UCaaS, IoT, and Cybersecurity, and a large footprint in the channel that allows our partners to grow faster than any others. Currently, Ingram Micro is the world's largest technology distributor, with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012 - and we're just getting started.

This is where YOU come in.

CLOUD CUSTOMER SUPPORT - INGRAM MICRO CLOUD

Our ideal candidate is someone who possesses excellent communication skills, thought leadership in their role, and an innovative problem solver who isn't afraid to think outside-of-the-box to provide the best solutions for our partners.

RESPONSIBILITIES:

Responding to an average of 9-10 inbound Billing and Technical service requests over the phone and email per day.

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

QUALIFICATIONS:

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

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

Previous experience troubleshooting and debuggingSaaS cloud solutions is an asset

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

MUST BE AVAILABLE TO WORK A 40 HR SHIFT SUN-SAT 8AM-8PM (WEEKENDS SHIFTS WILL ROTATE QUARTERLY)

At least a high school diploma (or equivalent), secondary degree preferred

Must respond to rapid change, perform duties with accuracy and with a strong degree of urgency

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 of these duties.

Please be prepared to pass a criminal background check and drug test.

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.