Senior Customer Support Associate - German Speaking page is loaded Senior Customer Support Associate - German Speaking Apply locations Barcelona, Spain time type Full time posted on Posted 30+ Days Ago job requisition id R-102027 It's fun to work in a company where people truly BELIEVE in what they're doing!Job Description:It's fun to work in a company where people truly BELIEVE in what they're doing!COMPANY OVERVIEWIngram Micro is the business behind the world's brands reaching nearly 90 percent of the world's population. Our market reach, diverse solutions portfolio, and digital platform Ingram Micro Xvantage set us apart. We have approximately 27,000 associates committed to serving our more than 161,000 customers and 1,500 vendor partners worldwide. Learn more at www.ingrammicro.com .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 be accountable for the overall partner experience, including aiding our resellers on their billing, and technical inquiries.You will take inbound service requests by phone, email, and live chat. Use your technical expertise and passion for outstanding customer service to answer questions and or troubleshoot technical issues to find solutionsPosition SummaryReporting to the Modern support team manager, the SaaS team lead role is critical in ensuring the team's knowledge about our key SaaS Vendors and how to address problems is always up to date. The role has been developed to allow the team to have a go to person for coaching support around specific tickets or offerings, ensuring we continue to evolve our knowledge day to day and deliver the experience our partners demand and should expect. Working with the team manager this role is the eyes and ears into the day to day activity to highlight where processes are not supporting the team, the partners or our business goals and recommend changes.ResponsibilitiesResponding to inbound Billing and Technical service requests over the phone, email, and live chatAccurately and efficiently log all issues and status updates in our internal tracking systemUnderstands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer successReconcile invoices provided by the customer and/or other internal departmentsExplain charges to our customers to enhance their understanding of billing processes and policiesInitiate adjustments to customer billing charges where appropriate by providing debit/credit memos.Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end-user issuesSupporting multiple cloud solutions (I.e., Adobe, Dropbox, Microsoft O365, Google) - Primary focus will be Microsoft O365 suiteIdentify gaps in KB articles and recommend improvements to WW team or process improvementsInteracts closely with various departments and vendors to provide timely resolution on issuesBest practice sharing and on the job coaching to team membersProvide concierge service to VIP partners and support complex casesYou Have:Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.Knowledge of Microsoft O356 and/or Azure Is an advantageAbility to prioritize user requests effectively and manage user expectationsAbility to balance attention to detail with expeditious execution in a fast-paced working environmentPassion for driving exceptional customer experiencePrevious experience troubleshooting and debugging SaaS cloud solutions is a mustAbility to work through ambiguity and thrive in a rapidly changing business environmentUnderstanding of related terminology and concepts,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 is committed to hiring and promoting the most qualified applicants for vacant positions. To achieve this goal, the Company, where permitted by law, will conduct background investigations on all candidates considered for this opening*Why work here? With us, you'll make technology happen in surprising ways. It'll be a fun journey!Get in Touch Click Introduce Yourself above to join our talent network!About Us It's no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro's contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world. What's in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you're unlikely to find anywhere else. Let's shape tomorrow.#J-18808-Ljbffr
