Cloud Customer Support Representative

Company: Ingram Micro
Location: Buffalo
Posted on: March 19, 2023

Job Description:

NO EXPERIENCE NECESSARY!Hourly Pay Starting at $ 19.00 per hourShifts: 40 HR SHIFT SUN-SAT 8AM-8PM (WEEKENDS SHIFTS WILL ROTATE QUARTERLY)Hybrid in-office/WFH Schedule after trainingFULL TRAINING & DEVELOPMENT PROVIDEDBENEFITS START ON 1ST DAY:Opportunity to begin a long-term career with unlimited growth and advancement with a stable and growing organizationMedical, Dental, Vision401K MatchingVacation + Sick DaysWork Life BalancePaid Parental LeaveContinuing Education ReimbursementCommission Structure OpportunityBonus OpportunitiesHSA and FSALife InsuranceShort and Long Term DisabilitySwag from the coolest vendors in TechMentorship & Career Growth OpportunitiesIngram 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 CLOUDOur 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 systemUnderstands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer successEvaluate and provide resolution for complex customer Billing inquiriesReconcile invoices provided by the customer and/or other internal departmentsExplain charges to our customers to enhance their understanding of billing processes and policiesInitiate adjustments to customer billing charges where appropriate and communicate outstanding amounts to customersIdentify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issuesSupporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365)Primary focus will be one Microsoft O365 suiteContributing to the development of service desk processes and proceduresInteracts closely with various departments and vendors to provide timely resolution on issuesNote: This is not a complete list of tasksQUALIFICATIONS: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 expectationsAbility to balance attention to detail with expeditious execution in a fast-paced environment WorkingPassion for driving exceptional customer experiencePrevious experience troubleshooting and debuggingSaaS cloud solutions is an assetAbility to work through ambiguity and thrive in a rapidly changing business environment.Understanding of related terminology and concepts,Strong analytical and problem-solving skillsMUST 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 preferredMust respond to rapid change, perform duties with accuracy and with a strong degree of urgencyThis 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.

Keywords: Ingram Micro, Buffalo , Cloud Customer Support Representative, Other , Buffalo, New York