Senior Talent Acquisition Professional - Ingram Micro
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.
Responding to inbound Billing and Technical service requests over the phone, email, and live chat.
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.
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.
Contributing to the development of service desk processes and procedures.
Interacts closely with various departments and vendors to provide timely resolution on issues.
What you bring to the role:
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.
Prior experience and technically proficient with Microsoft Office.
USD 45000 - 72000
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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