Modern Support Representative

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

Job Description: 

About us:

Ingram Micro is the business behind the world’s brands with the ability to reach nearly 90 per cent of the world’s population. Our reach, combined with our diverse solutions portfolio and ease of doing business with our digital experience platform, Ingram Micro Xvantage™, makes us unique. We reach close to 200 countries and have approximately 25,000 associates more than 161,000 customers and 1,500 vendor partners worldwide. Learn more at www.ingrammicro.com

About role:

As Customer Support you will provide excellent customer service and support within our Customer Support Centre within the SaaS specialty. You will also be accountable for overall partner experience, providing assistances to our resellers with their SaaS and sometimes IaaS related technical, platform and billing enquiries, majority to do with Microsoft 365 and Azure.

Responsibilities:

• Manage Support Tickets: Handle SaaS-related queries via email, chat, and phone, ensuring swift resolution of partner requests.
• Issue Resolution: Provide break/fix support based on ticket severity, meeting resolution SLAs, and achieving KPIs.
• Partner Engagement: Respond empathetically and professionally to build trust and confidence, ensuring customer satisfaction (CSAT) metrics are met.
• Independent Decisions: Approve credit wallet applications, manage modern support process escalations, and contribute to team coaching.
• Consultative Decisions: Process changes must be discussed with the Modern Support Team Manager, and credits or refunds that impact operational income (OI) require approval

Skills and requirements:

• Undergraduate degree preferred, but not essential
• Prior experience in the IT industry or inbound customer service is a plus
• Excellent communication and problem-solving skills
• Ability to thrive under pressure, multitask efficiently, and maintain professionalism
• Strong attention to detail, with a focus on accuracy
• Proven track record of delivering exceptional customer service
• Ability to set and monitor performance goals effectively

What’s in it for you

At Ingram Micro, we treat each other with dignity & respect, providing an environment where you are always encouraged to be yourself. We are a collaborative team that likes to challenge the status quo, we understand the importance of work-life balance, encourage our people to grow their careers. You can look forward to working in an exciting, stimulating workplace that provides a range of opportunities where you can make a real difference.

Inclusion, Diversity and belonging lies at the heart of everything we do at Ingram Micro and we are committed to hiring great people with a wide variety of skills, experiences, and backgrounds. We invite candidates of all genders and ages, people with disabilities, Aboriginal and Torres Strait Islander peoples, LGBTQIA+ and diverse groups.

Finally, you will get the chance to become part of the world's leading Technology Solutions provider. We look forward to hearing from you and how you would like to make a positive difference through the role towards the business.

#LI-hybrid

#LI-ES1