Ingram Micro
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*Customer Support Associate - Saas Agent - Join Our Talent Pool

Rosebery, NSW, Australia
Job ID: 58240



  • Permanent Full Time Opportunities based in Sydney
  • SAAS agent role & Hybrid work model ( 3 days WFH + 2 days Office)
  • Attractive salary package 65k base - 80k base + Super


Do you crave the creativity and freedom of a start-up but the stability of a large, established company? Are you seeking the autonomy to take risks, make decisions and drive business success? Do you want to accelerate your career to the next level?

Who are we ?

Ingram Micro Cloud, a business unit of Ingram Micro, powers the world’s largest cloud marketplace, and is committed to helping our partners accelerate their digital business success by leveraging our hyperscale platform technology, infinite ecosystem of cloud solutions from the biggest innovators in the tech industry, and go-to-market support and resources to increase adoption and growth. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry. 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. 

Join Our Talent Pool for Customer Support Associate - Saas Agents

What does the role involve?

As the Customer Support Associate (Helpdesk level 1)  - you'll take inbound service requests by phone calls, chats and emails.  Use your technical expertise and passion for outstanding customer service to answer questions and or troubleshoot technical issues to find solutions.

Some tasks include but not limited to:

  • Responding to inbound Billing and Technical service requests.
  • Accurately and efficiently log all issues and status updates in our internal tracking system
  • Understand client's business objectives/impact and apply your expertise to timely resolve issues and ensure customer success
  • Evaluate and provide resolution for complex customer billing inquiries and reconcile invoices
  • Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues
  • Support multiple cloud solutions (i.e. Symantec, Acronis, Dropbox, Microsoft O365)
  • Contribute to the development of service desk processes and procedures
  • Interact closely with various departments and vendors to provide timely resolution on issues

 What you’ll bring

  • Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
  • Tertiary Qualifications in IT will be highly desirable
  • Strong knowledge of Microsoft O365
  • Ability to balance attention to detail and work in a fast-paced working environment 
  • Passion for driving exceptional customer experience
  • Previous experience troubleshooting and debugging SaaS cloud solutions is desirable
  • Ability to prioritise and thrive in a rapidly changing business environment
  • Able to work on a shift roster (7 day week/8am-10pm)

What's on offer

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 who like to challenge the status quo and constantly look for better ways to serve our colleagues & customers. Some of our benefits include:

  • Genuine Career Progression Opportunities
  • Ongoing Training & Development
  • Work alongside leading Vendors and industry professionals
  • Competitive Remuneration Package
  • Staff Purchase Policy & Benefits Scheme
  • Paid Birthday Leave

We believe our people are our most important asset which is why we endeavour to create a positive & rewarding environment for our teams.

We at Ingram Micro are continuing to grow our vendor and channel partners market share, with this in mind we continue to offer all our associates ongoing training and professional development that is unsurpassed in our competitors.  Why not join our #unstoppable team as #learningneverstops at Ingram Micro!  We have a global presence with a local feel and our Ingram Family make our culture inclusive and welcoming.   WE want to fulfill your career goals and enable YOU to achieve more. 

Unfortunately, due to COVID 19 and travel restrictions only candidates who are onshore and hold current Australian Work Rights (no sponsorship) will be considered at this time.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. 

WE will make YOUR career adventure OUR journey!  Be #Unstoppable

If this sounds like something you want to be a part of click "Apply".

Ingram Micro Cloud


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