Ingram Micro
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Sr. Associate, Customer Support-USA

Doral, FL, United States
Job ID: 50168

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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 $46 billion in revenue, we have become the world’s largest technology distributor with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012.

Position Summary: 
Takes initial customer emails/calls and answers general questions regarding company products and services

Refers Customers to appropriate resources including inbound sales, billing, technical support, etc.

Follows-up to customers’ inquiries regarding orders, shipment tracing, returned goods, etc.

May determine customer eligibility for technical support and transfers requests to technical support queues. 

Other responsibilities include data entry, use of internal databases to answer customer questions and writing internal/external non-technical documentation. 

Documents customer concerns and forwards complaint trends to appropriate departments


What you bring to the role:

Excellent communication skills – you will be emailing and talking to our customers all the time. 

Bilingual English/Spanish Speaking required (Includes reading and writing)

Recognized skilled specialist in job area.

May be responsible for leading daily operations.

May train, delegate and review the work of lower level employees.

Problems typically are not routine and require analysis, judgment and initiative.

Makes minor adjustments and enhancements to working methods to improve effectiveness of area.

Provides administrative or technical support at a specialist level. Incumbents are highly proficient in a broad range of activities related to their job.

May act as a lead or mentor to more junior technical or administrative support personnel.

Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues.

Makes recommendations for new procedures. Incumbents independently perform a wide range of complex duties under general guidance from supervisors.

Known in the department/group as the “knowledge base” of information.

Acts independently to determine methods and procedures on new assignments.

Often acts as a facilitator and team leader.

Two year college degree or equivalent experience and minimum five years’ functional experience. OR HS diploma or equivalent and a minimum 8 years of functional including 4 years position specific experience.

*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 drug test and successfully pass a pre-employment (post offer) 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 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.
Ingram Micro
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