Modern Support Representative

1 week ago

Rosebery, Australia Ingram Micro Full time

**About us**:
**About role**:
As Customer Support you will provide excellent customer service and support within our Customer Support Centre within the SaaS specialty. You will also be accountable for overall partner experience, providing assistances to our resellers with their SaaS and sometimes IaaS related technical, platform and billing enquiries, majority to do with Microsoft 365 and Azure.

**Responsibilities**:

- 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.
- Consultative Decisions: Process changes must be discussed with the Modern Support Team Manager, and credits or refunds that impact operational income (OI) require approval

**Skills and 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’s in it for you**

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.

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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