Ingram Micro
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Technical Support Specialist

Williamsville, NY, United States
Job ID: 42741

Description



 

Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions.  With $50 billion in revenue, we have become the world’s largest technology distributor with operations in 59 countries and more than 35,000 associates.  We continue to strategically expand our global reach with 40 acquisitions since 2012. 

 

About the Team: This team is focused on HPE products like Servers, Storage and Networking.

Culture: Fun! Good team conversations! (Hybrid work structure)

If you have the desire to learn and have sales or customer support experience, please apply! 

We use analytics and call center stats to show how well we are taking care of our customers


Key responsibilities/skills:

  •  Solid communication skills
  •  You will build out technical quotes for partners calling into our call center

 

Position Summary: Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hot-line technical support. Responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. Facilitates and coordinates Returned Material Authorization (RMA) as necessary. Will provide multiple levels of escalated support based on the complexity of the technical issue. Will refer problems of an unusual or complex, nature to university degreed engineers/Technical Solutions Professional. Associates in this job have technical knowledge typically acquired from a technical certification or Company training programs. Professionals levels typically have a university education in an engineering specialty. Provides engineering support to customers, customer support personnel and field support staff on systems and product issues. Works with customer and company personnel to define technical problem, determine the solution and assist customer in implementing the fix. May be called on-site to assist in complex technical solutions. Creates tests, tools, and diagnostic procedures for use by product support personnel. May quality check technical product documentation.

What you bring to the role: Entry-level position typically requiring little to no prior experience. Work is routine or follows standard procedures. Work is closely supervised. Problems faced are routine with clearly defined solutions. Communicates information that requires little explanation or interpretation. Possesses moderate understanding of general aspects of job. Works on assignments that are routine in nature, requiring limited judgment. Has little or no role in decision-making. Works under close direction of senior personnel in the functional area. Normally receives detailed instructions on all work. High School Diploma or equivalent. 0-1 year general experience. 1 year functional experience strongly desired. Acquires job skills and learns company policies and procedures to complete routine tasks.

*This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.

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.
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