Senior Customer Support Associate

It's fun to work in a company where people truly BELIEVE in what they're doing

**Job Description**:
It's fun to work in a company where people truly BELIEVE in what they're doing

Ingram 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 Xvantage 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 is a master Cloud Service Provider (mCSP), offering channel partners and professionals access to a global marketplace, expertise, solutions, and enablement programs that empower organizations to configure, provision and manage cloud technologies with confidence and ease.

In this role, you will be accountable for the overall partner experience, including aiding our resellers on their billing, and technical inquiries.

Position Summary

Reporting to the Modern support team manager, the SaaS team lead role is critical in ensuring the team’s knowledge about our key SaaS Vendors and how to address problems is always up to date. The role has been developed to allow the team to have a go to person for coaching support around specific tickets or offerings, ensuring we continue to evolve our knowledge day to day and deliver the experience our partners demand and should expect. Working with the team manager this role is the eyes and ears into the day to day activity to highlight where processes are not supporting the team, the partners or our business goals and recommend changes.

**Responsibilities**:

- 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
- 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 by providing debit/credit memos.
- Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end-user issues
- Supporting multiple cloud solutions (I.e., Adobe, Dropbox, Microsoft O365, Google) - Primary focus will be Microsoft O365 suite
- Identify gaps in KB articles and recommend improvements to WW team or process improvements
- Interacts closely with various departments and vendors to provide timely resolution on issues
- Best practice sharing and on the job coaching to team members
- Provide concierge service to VIP partners and support complex cases

You Have:

- Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
- Knowledge of Microsoft O356 and/or Azure Is an advantage
- 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 a must
- Ability to work through ambiguity and thrive in a rapidly changing business environment
- Understanding of related terminology and concepts,

Ingram Micro’s mission is to help businesses fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy

**Benefits**:
Flexible schedule and Hybrid work model ️

Fridays and August reduced time ️

Tickets Restaurant

Medical and dental insurance

Flexible compensation

Technical training by department

English and Spanish lessons

Career paths by department

Monthly bonus for home electricity

Free coffee and cold drinks ️

Arcade machine

Team building events

RSC activities ️

Annual salary review depending on performance

International and multicultural environment