CloudBlue Support Analyst

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?  

CloudBlue, a business unit of Ingram Micro, is the only cloud commerce engine with a proven hyper-scale digital platform, and today powers the world’s largest service provider marketplaces, totaling more than 30 million seats globally. CloudBlue is the result of $500 million in investments, including the acquisitions of Odin, Ensim, and four others software companies. Our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud market by building, scaling and monetizing services. 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 seeking an Analyst, CloudBlue Support focused on supporting our CloudBlue customers. In this role, you’ll be responsible for managing a team of technical support engineers. CloudBlue Technical Support resolves issues that impact the business of the customer, reported directly by the customers or indirectly by other CloudBlue functions (e.g. Managed Services, TAMs, Sales). You must be a customer-first thinker, articulate in your written and verbal communication, and a resourceful self-starter ready to make an impact.

Ingram Micro’s mission is to help businesses to fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy. 

Your Role (responsibilities)

• Ensure the premium quality of the CloudBlue technical support service at all time.
• Prepare regular support performance reports by collecting, analyzing and summarizing information and trends.
• Do continuous improvement of support workflow and keep support team updated on changes.
• Drive support quality control by regular tickets review, verify compliance to workflow and scoring engineers.
• Drive customers’ feedback analysis, work directly with clients to identify bootlenecks and opportunities for customers’ experience improvement.

What You Should Be Able To Deliver

• Prepare regular reports on support performance, key drivers and trends.
• Maintain clear workflow in support organisation.
• Drive quality control process.

What You Should Bring To The Table

• Bachelor’s degree or relevant work experience in a related field.
• Advanced knowledge of Excel, PowerPoint, Visio and other Microsoft Office tools.
• General background in web hosting, system administration and cloud services is beneficial.
• 1+ years experience in process management.
• 1+ years of work in support or customer service organisation is a big plus.
• Strong strategic and customer focus with a clear understanding of the wider issues.
• Excellent analytical skills.
• Excellent communication and interpersonal skills.
• Time management and ability to deliver on deadlines.
• Ability to stay calm & focused under pressure.
• Fluent in English.

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.