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Manager, Customer Support - Ingram Micro Cloud

This job posting is no longer active.

Miami, FL, United States
Job ID: 47943

Description

Ingram Micro is an integral part of the technology and commerce ecosystems, helping our partners grow and thrive through the creation and delivery of Information Technology, Lifecycle Management, e-Commerce Logistics, and Cloud solutions. With $49 billion in revenue and the ability to reach 90% of the global population, we have become the world’s largest technology distributor with operations in 59 countries and more than 35,000 associates.

Ingram Micro Cloud is the world’s #1 source for cloud solutions. Global cloud consumers and providers count on Ingram Micro Cloud to buy and sell leading technology and services—in one place. As a business unit of Ingram Micro, Ingram Micro Cloud powers the world’s largest cloud marketplace. We’re committed to helping our partners accelerate their digital business success—by leveraging our hyperscale platform technology, infinite ecosystem of cloud solutions from tech innovators, and go-to-market support and resources to speed adoption and growth. With proven expertise in SaaS, IaaS, IoT, security and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry.

Manager, Customer Support  

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.

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 of these duties.

Please be prepared to pass a criminal background check and drug test.

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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