Customer Support Representative

Ingram Micro • Doral, FL

23d

About The Position

Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey! Position Summary: Takes initial customer calls and answers general questions regarding company products and services. Refers callers to appropriate resources including inbound sales, billing, technical support, etc. Follows-up to customer inquiries regarding orders, shipment tracing, returned goods, etc. May determine caller eligibility for technical support and transfers calls 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: 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.

Requirements

• 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.
• Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Responsibilities

• Takes initial customer calls and answers general questions regarding company products and services.
• Refers callers to appropriate resources including inbound sales, billing, technical support, etc.
• Follows-up to customer inquiries regarding orders, shipment tracing, returned goods, etc.
• May determine caller eligibility for technical support and transfers calls 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.

Benefits

• U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees