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Customer Support Associate
hace 2 meses
**About Ingram Micro, Inc.**
Ingram Micro is a leading global technology distributor that enables businesses to sell and deliver technology solutions to their customers. Our company is committed to helping our customers succeed in a rapidly changing technology landscape.
**Job Summary**
We are seeking a highly skilled and experienced Customer Support Associate to join our team. As a Customer Support Associate, you will be responsible for providing exceptional customer service and support to our customers, resolving technical issues and billing inquiries in a timely and professional manner.
**Key Responsibilities**
- Respond to inbound technical and billing service requests from customers, providing timely and effective solutions to their issues.
- Accurately and efficiently log all issues and status updates in our internal tracking system.
- Understand customer business objectives and apply expertise to resolve issues and ensure customer success.
- Reconcile invoices provided by customers and/or other internal departments.
- Explain charges to customers to enhance their understanding of billing processes and policies.
- Initiate adjustments to customer billing charges where appropriate by providing debit/credit memos.
- Identify root cause(s) and diagnose software defects, misconfiguration, content issues, or end-user issues.
- Support multiple cloud solutions, including Adobe, Dropbox, Microsoft O365, and Google.
- Identify gaps in knowledge base articles and recommend improvements to the WW team or process improvements.
- Interact closely with various departments and vendors to provide timely resolution on issues.
- Share best practices and provide on-the-job coaching to team members.
- Provide concierge service to VIP partners and support complex cases.
**Requirements**
To be successful in this role, you will need to have excellent communication and problem-solving skills, as well as the ability to work in a fast-paced environment. You will also need to have a strong understanding of technical and billing concepts, as well as the ability to learn and adapt to new technologies and processes.
**What We Offer**
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.
