Sr. Associate, Customer Support-PHL

Job Description

Position at Ingram Micro
Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $46 billion in revenue, we have become the world's largest technology distributor with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012.

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.

• 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.