Customer Support Representative - Cantonese Speaking

Description

• Permanent Full Time Opportunity based in Sydney
• SAAS agent role
• Hybrid work model ( 3 days WFH + 2 days Office)
  
  
  

  We are Ingram Micro:

   

  It is no surprise that technology powers the planet. But what might surprise you is that Ingram Micro can reach more than 90% of the global population.

  By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world. 

   

  What You’ll Do:

What you’ll do

As the Customer Support Representative - 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

• Cantonese speaker is a must. 
• Mandarin is desirable but not essential
• You must be available to work on rotating shift roster
• 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 Pathways
• Training & Development Opportunities
• Flexible Working Environment
• Competitive Remuneration Package
• Staff Purchase Policy, Benefits Scheme & Birthday Leave
• Wellness programs 
• Work from home allowance

#LI-Hybrid

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, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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

What is in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you are unlikely to find anywhere else.

 Let’s shape tomorrow.