Mississauga, ON, Canada
Job ID: 45328
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?
Sr. Associate, Customer Support & Billing
In this role, you will be accountable for the overall partner experience, including providing assistance 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.
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
Contributing to the development of service desk processes and procedures
Interacts closely with various departments and vendors to provide a timely resolution on issues
Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
Knowledge of AAS billing is preferred.
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 invoices & credit issues.
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
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.