Customer Support Specialist

4 weeks ago

Sydney, New South Wales, Australia Ingram Micro Full time

About Ingram Micro

Ingram Micro is a leading technology company that plays a vital role in the global IT sales channel. With a diverse solutions and services portfolio, we bring products and services from technology manufacturers and cloud providers to business-to-business technology experts.

About the Role

We are seeking a Customer Support Specialist to provide excellent customer service and support within our Customer Support Centre. As a key member of our team, you will be accountable for overall partner experience, providing assistance to our resellers with their SaaS and IaaS related technical, platform, and billing enquiries.

Key Responsibilities

  • Manage Support Tickets: Handle SaaS-related queries via email, chat, and phone, ensuring swift resolution of partner requests.
  • Issue Resolution: Provide break/fix support based on ticket severity, meeting resolution SLAs, and achieving KPIs.
  • Partner Engagement: Respond empathetically and professionally to build trust and confidence, ensuring customer satisfaction (CSAT) metrics are met.
  • Independent Decisions: Approve credit wallet applications, manage modern support process escalations, and contribute to team coaching.
  • Consultative Decisions: Process changes must be discussed with the Modern Support Team Manager, and credits or refunds that impact operational income (OI) require approval.

Requirements

  • Undergraduate degree preferred, but not essential
  • Prior experience in the IT industry or inbound customer service is a plus
  • Excellent communication and problem-solving skills
  • Ability to thrive under pressure, multitask efficiently, and maintain professionalism
  • Strong attention to detail, with a focus on accuracy
  • Proven track record of delivering exceptional customer service
  • Ability to set and monitor performance goals effectively

What We Offer

At Ingram Micro, we treat each other with dignity & respect, providing an environment where you are always encouraged to be yourself. We are a collaborative team that likes to challenge the status quo, we understand the importance of work-life balance, encourage our people to grow their careers. You can look forward to working in an exciting, stimulating workplace that provides a range of opportunities where you can make a real difference.

Inclusion, Diversity and belonging lies at the heart of everything we do at Ingram Micro and we are committed to hiring great people with a wide variety of skills, experiences, and backgrounds. We invite candidates of all genders and ages, people with disabilities, Aboriginal and Torres Strait Islander peoples, LGBTQIA+ and diverse groups.

Finally, you will get the chance to become part of the world's leading Technology Solutions provider. We look forward to hearing from you and how you would like to make a positive difference through the role towards the business.

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#LI-ES1

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