Ingram Micro
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Associate III, e-Commerce (Zendesk)

This job posting is no longer active.

Taguig City, Philippines
Job ID: 57182

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Description

Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $46 billion in revenue, we have become 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. 

Major Responsibility: Operational Tasks Supporting Actions:

Processing of Zendesk (Tier I) requests from Zendesk users within established turnaround time.

  • Modifications
    • User Updates
    • Organization Updates
    • Minor Production Enhancements
    • Explore/Reporting
  • Problem/Defects
  • Build Configurations in Sandbox

Major Responsibility: Zendesk support tasks

Supporting Actions:

  • Assists and directs user inquiries to the appropriate group or department that can provide the best resolution.
  • Provide users with clear instructions or walkthrough on functions and tools.
  • Provide users with basic understanding on Zendesk.
  • Provide basic troubleshooting steps for issues and the creation of problem tickets if needed.
  • Maintains good working relationship with Zendesk support team.

 

Major Responsibility: Admin Tasks

Supporting Actions:

  • Attend weekly Zendesk team updates and meetings with user groups involved in the resolution of problem tickets
  • Perform admin duties such as managing the suspended tickets queue.
  • Perform timely follow-up and bring closure to all partner requests assigned.

 

Job Qualifications and Educational Requirement

  • Preferably graduate of an IT related course; Degree may be substituted for up to three years of experience in similar process environment

 

Technical Competencies

  • Adept in navigating personal computer platforms and operations including but not limited to Microsoft Office, Internet Explorer, and current MS Windows operating systems
  • Knowledge of pertinent diagnostic tools and call tracking software
  • Knowledge of Zendesk is preferred.

 

Foundational Competencies

Communicates effectively

  • Is effective in a variety of communication settings, 1:1, small, large groups, or among diverse styles and position levels.
  • Attentively listens
  • Adjusts to fit the audience and the message
  • Provides timely and helpful information to others across the organization
  • Encourages the open expression of diverse ideas and opinions

 

Action Oriented

  • Self-directing to get results
  • Achieves despite difficult personalities
  • High task orientation
  • Willing to sacrifice to get results

 

Customer Focused

  • Gains insight into customer needs
  • Identifies opportunities that benefit the customer
  • Builds and delivers solutions that meet customer expectations
  • Establishes and maintains effective customer relationship

 

Drives Results

  • Self-directing to get results
  • High level of past achievement

 

  • Achieves despite difficult personalities
  • High task orientation
  • Willing to sacrifice to get results
  • Has a strong bottom-line orientation
  • Persists in accomplishing the objectives despite obstacles and setbacks
  • Has a track record of exceeding goals successfully
  • Pushes self and helps others achieve results

 

Collaborates

  • Works cooperatively with other across the organization to achieve shared objectives
  • Represents own interests while being fair to others and their areas
  • Partners with others to get work done
  • Credits others for their contributions and accomplishments
  • Gains trust and support of others.
  • Fosters cooperation and collaboration in others through trust-building and relationships
  • Works in partnership with others

 

Disclaimer *The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time or as necessitated by business demands

Ingram Micro
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