Ingram Micro
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Customer Support Associate/ Cloud (Based in Dubai)

Dubai, United Arab Emirates
Job ID: 38179

Description

Who are we?

Ingram Micro helps businesses fully realize the promise of technology™—helping them maximize the value of the technology that they make, sell or use. 

The company supports global operations by way of an extensive sales and distribution network throughout North America, Europe, Middle East and Africa, Latin America and Asia Pacific:

  • Local sales offices and/or representatives in 64 countries
  • 190 logistics centers worldwide
  • Representing over 1,700 major suppliers in the IT field.
  • Serving more than 200,000 customers in approximately 160 countries
We are proud to say that No other company delivers as broad and deep a spectrum of technology and supply chain services to businesses around the world.

About Ingram Micro Cloud:

Do you crave the creativity and freedom of a startup 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 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.

About the role:    "Customer Support Associate/ Cloud"

 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. 

 In this role you will be accountable for overall partner experience, include providing assistances to our resellers on their Billing, Order placement, and Technical inquires.

  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

Responsibilities

  • 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

 Experience

  • 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 environment Working
  • 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 skills

 

Ingram Micro is committed to creating a diverse environment and is proud to be an equal opportunity employer.  We are dedicated to fostering an inclusive and accessible environment where all associates are valued, respected and supported. We are highly driven by our tenets of successes: Results , Integrity, Imagination, Responsibility , Courage and Talents .  
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