Customer Support Representative -NZL
Rosedale, New Zealand
Job ID: 60694
- Permanent Full Time Opportunity based in Auckland
- SAAS agent role & Hybrid work model ( 3 days WFH + 2 days Office)
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.
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?
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.
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.
What you’ll do
As the Customer Support Engineer (Helpdesk level 1) - you'll take inbound service requests by phone calls and emails. 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 and email.
- 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
- Evaluate and provide resolution for complex customer Billing inquiries
- 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 and communicate outstanding amounts to customers
- Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues
- Supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365)
- Primary focus will be one 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’ll bring
- Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
- Strong knowledge of Microsoft O365
- 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
- Understanding of related terminology and concepts, strong analytical and problem-solving mindset/skills
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.#LI-TS