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About the Role

Provide technical assistance to customers, serving as a trusted advisor to solve complex product issues and contribute to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top-notch customer experience.

Responsibilities

• Respond to inbound Billing and Technical service requests over the phone and email directly with customers.
• Accurately and efficiently log all issues and status updates in the internal tracking system.
• Evaluate and provide resolution for complex customer Billing inquiries.
• Identify root cause(s) and diagnose issues as software defects, misconfiguration, content issues, or end user issues.
• Support multiple cloud solutions (e.g., Symantec, Acronis, Dropbox, Microsoft O365).
• Contribute to the development of service desk processes and procedures.
• Interact closely with various departments and vendors to provide timely resolution on issues.
• Handle support requests from resellers, staying on top of new features and enhancements, acting as a subject matter expert, and providing diagnoses and issue resolution on the Platform.
• Triage issues to internal and external teams, pushing for resolution within OLAs by acting as the Customer advocate with Engineering, Development, and 3rd party Vendor teams.
• Monitor systems and handle events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management).
• Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management).
• Drive operational efficiency and improvements.

Requirements

• Must be available to work weekends and after hours as needed.
• High school diploma (or equivalent) required.
• 2+ years of experience working in a Technical Support or similar capacity.
• Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
• Strong knowledge of Microsoft O365.
• Ability to prioritize user requests effectively and manage user expectations.
• Ability to balance attention to detail with expeditious execution in a fast-paced environment.
• Passion for driving exceptional customer experience.
• Previous experience troubleshooting and debugging SaaS cloud solutions is an asset.
• Ability to work through ambiguity and thrive in a rapidly changing business environment.
• Understanding of related terminology and concepts.
• Strong analytical and problem-solving skills.
• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL.
• Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP.
• Basic understanding or experience working on Linux environments.
• General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
• Flexibility working some weekends and later hours to help fulfill a 24x7 business.
• Passion for providing exemplary customer service, strong customer focus.
• Eager to learn new technologies.
• Good verbal and written professional communication, fluent in French & English.
• Self-motivated and proactive in performing duties.
• Attention to detail.
• Teamplayer.
• ITIL certification is a plus.
• Microsoft Azure certification is a plus.
• Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP is a plus.
• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP is a plus.
• Knowledge of SQL is a plus.
• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes is a plus.
• Experience with JIRA and Confluence is a plus.
• Must pass a drug test and successfully pass a pre-employment background check.

Skills

• Technical Support
• Billing Inquiries
• Cloud Solutions Support
• Microsoft O365
• SaaS Troubleshooting
• Webservers
• Databases
• Apache
• IIS
• MySQL
• MSSQL
• PostgreSQL
• Application Protocols
• DNS
• HTTP
• HTTPS (SSL)
• FTP
• Linux Environments
• APIs
• Webservice
• JSON
• REST
• OAuth
• French
• English
• ITIL
• Microsoft Azure
• AWS
• GCP
• Bash
• Python
• PowerShell
• PHP
• SQL
• Docker
• Kubernetes
• JIRA
• Confluence

Work Type

• Full-time
• 24x7 business coverage

Experience Level

• 2+ years of experience

Education Level

• High school diploma (or equivalent)
• Secondary degree preferred

Salary/Compensations

• USD $49,500.00 - $79,200.00 per year

Benefits

• Healthcare benefits
• Paid time off
• Parental leave
• 401(k) plan and company match
• Short-term and long-term disability coverage
• Basic life insurance
• Wellbeing benefits

About the Company

• 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

Equal Opportunity

• Ingram Micro Inc. 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.