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Team Lead - Customer Support (O365 & SaaS) | Sr. Professional Customer Support

Mississauga, ON, Canada
Job ID: 41715

Description

Ingram Micro’s mission is to help businesses 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

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 hyper-scale platform technology, an 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. 

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? 

 

Team Lead - Customer Support (O365 & SaaS) |  Sr. Professional Customer Support

This role will be you’ll be supporting our customers with their Cloud solution issues.  You’ll take on responsibilities as a Team Lead to serve as the main point of contact for our VIP clients and an escalation point for the Support Team. 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
  • May assist more junior staff members with aspects of their job.
  • Coaches and reviews the work of cloud technical and billing support agents.
  • Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end-user issues
  • The primary focus will be on the Microsoft O365 suite
  • Supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365)
  • Influences others regarding policies, practices, and procedures.
  • Interacts closely with various departments and vendors to provide timely resolution on issues

 Experience

  • Seasoned professional individual contributor.
  • Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
  • Candidates must possess experience in supporting a wide range of SaaS products as in Symantec, Acronis, Dropbox, and/or Microsoft O365
  • 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
  • Passion for driving exceptional customer experience
  • Diploma, certificate, or degree in Software Programming, Engineering, Computer Science, or a related field OR 2+ years of experience in B2B customer service or technical support.
  • Experience troubleshooting and debugging SaaS cloud solutions
  • Ability to work through ambiguity and thrive in a rapidly changing business environment.
  • Understanding of related terminology and concepts,
  • Relevant MCP Certifications is a plus
  • Strong analytical and problem-solving skills



Due to COVID-19, our office associates are currently working from home. Keeping in mind the overall health and safety of our associates and candidates, we’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely

Ingram Micro is an inclusive Equal Employment Opportunity employer, with a focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.

 

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