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Manager, Customer Support - Ingram Micro Cloud

Williamsville, NY, United States
Job ID: 47943

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Description

Ingram Micro Cloud is a “startup like” business arm of the larger Ingram Micro – and we’re growing absurdly fast. We are the world’s largest cloud platform provider, enabling any business to provide cloud solutions to anyone. We are committed to helping our partners drive new ways of doing business with an infinite ecosystem of cloud solutions, platform technology, enablement programs, and relationships with the biggest players in the cloud industry. Today, we deliver the world’s broadest, fully automated marketplace of cloud services. We have a proven track record of success and expertise in SaaS, IaaS, UCaaS, IoT, and Cybersecurity, and a large footprint in the channel that allows our partners to grow faster than any others. Currently, Ingram Micro is 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 over 40 acquisitions since 2012 – and we’re just getting started.

This is where you come in!

In this role you will manage a team that is accountable for overall partner experience by providing assistances to our resellers on their Billing, Order placement, and Technical inquires.

Your team will take service requests by phone calls, emails, and chat-instant messages. You will be required to leverage your technical expertise and passion for outstanding customer service to assist and enable your direct reports to answer questions and or troubleshoot technical issues to find solutions

Responsibilities

  • Recruit, train and manage Customer Support and Technical Support Representatives
  • Proactively monitor and manage inbound call, vendor scheduled calls, email, and chat volume to ensure proper coverage.
  • Continuously evaluate agent performance on call, email, and chat platforms
  • Track key performance indicators (KPi’s) to ensure proper service levels are met.
  • Engage with individual front line representatives and provide coaching, problem solving and enablement where necessary
  • Create and maintain strong technical acumen of the platform and inter-workings to support front line representatives
  • Evaluate, respond, and resolve complex inbound Billing and Technical customer escalations / inquiries.
  • Ensure representatives accurately and efficiently log all issues and status updates in our internal tracking system
  • Understands partners’ business objectives/impact and applies their expertise to timely resolve issues and ensure customer success
  • Work with internal departments to find ways to expand the capable scope of Customer Support to reduce dependency on other departments using the tools, processes, and systems available
  • Develop daily, weekly, and monthly reports on team’s productivity
  • Identify process and procedural enhancements; recommend and implement changes to ensure best possible customer experience.
  • Analyze support issue trends and work with Platform Success and various departments on mitigation
  • Determine proactive support methods to create a WOW experience for partners
  • Interacts closely with various departments and vendors to provide timely resolution on issues

Qualifications:

  • 1-3 years of managing a team
  • Passion for driving exceptional customer experience
  • Customer-service oriented with a problem- solving attitude
  • Ability to prioritize requests effectively and manage expectations
  • Ability to balance attention to detail with expeditious execution in a fast-paced working environment
  • Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
  • Strong technical knowledge of cloud and platform technology with an ability to give instructions to a technical and / or non-technical audience
  • Experience with API a plus

*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 these duties.

Why Ingram Micro?

  • Competitive tech industry salaries
  • Medical, Dental, Vision
  • 401K Matching
  • Vacation + Sick Days
  • Work Life Balance
  • Paid Parental Leave
  • Continuing Education Reimbursement
  • Bonus Opportunities
  • Benefits start on day one
  • Swag from the coolest vendors in Tech
  • Mentorship & Career Growth Opportunities

Please be prepared to pass a drug test and background check that includes verification of vaccination status.

Ingram Micro requires all new associates to be fully vaccinated against COVID-19. Therefore, this position requires applicants to submit proof, prior to start date, that the successful applicant is fully vaccinated against COVID-19. Ingram Micro will comply with applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs. Applicants will be notified of the requirements of Ingram Micro’s COVID-19 policy and process for verification of vaccination status prior to the start of employment.

Ingram Micro believes there is no place in our society for social injustice, discrimination, or racism. As a company we do not – and will not – tolerate these actions.

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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