Support Services Team Lead

Associate Iii, Customer Support

Taguig, National Capital Region Ingram Micro

Posted today

Job Description

Description

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.

What you bring to the role :

• Seasoned individual contributor. Works under limited supervision for routine situations.
• Provides assistance and training to lower level employees. Problems typically are not routine and require analysis to understand.
• Makes minor adjustments to working methods. Explains practices, procedures and policies to reach agreement with others outside of the job area.
• Provides administrative or technical support at a senior level. Proficient in the various competencies relevant to their job.
• May act as a lead or mentor to more junior technical or administrative support personnel.
• Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Generally works independently within established procedures associated with the specific job function. Normally receives little instruction on daily work.
• Determines methods and procedures on new assignments.
• May be informal team leader.

College degree and minimum 3 years experience in functional area. Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.

*This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.*

Associate Ii, Customer Support

Taguig, National Capital Region Ingram Micro

Posted today

Job Description

Description

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.

What you bring to the role :

• Established and productive individual contributor. Works under moderate supervision. Problems faced are typically routine, but may at times require interpretation or deviation from standard procedures.
• Makes minor adjustments to working methods.
• Communicates information that requires explanation or interpretation.
• Provides administrative or technical support at an intermediate level. Still gaining or have attained full proficiency in their specific area of discipline.
• Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
• Works under moderate supervision. May seek the advice of senior personnel in the functional area.
• Normally follows established procedures on routine work, requires instructions only on new assignments.

College degree and 3 years of general experience or 2 years functional experience. Applies acquired job skills and company policies and procedures to complete assigned tasks.

*This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.*

Admin Support/Customer Success/Escalations Specialist

Posted 378 days ago

Job Description

Position Overview : As a Client Success Specialist (Escalations Specialist) at GetmyCourse, you will play a crucial role in maintaining and enhancing the relationship between students, GetmyCourse, and our partner RTOs. You will primarily focus on handling service recovery callouts, managing escalation calls, coordinating certificate releases, and ensuring accurate student allocations.

Key Responsibilities :

• Handle escalated customer issues with professionalism and efficiency to achieve satisfactory resolutions.
• Conduct service recovery callouts to address and resolve student concerns promptly and effectively.
• Coordinate with RTOs to ensure timely release of certificates and accurate allocation of students.
• Maintain meticulous records of all escalations and resolutions for future reference and improvement.
• Collaborate closely with the operations team to streamline processes and improve service delivery.
• Monitor and manage the accuracy of processing cancellation refunds and certificate releasing.
• Act as a liaison between students, RTOs, and internal departments to ensure smooth communication and operations.

Qualifications and Skills :

• Proven experience in a client-facing role, ideally in customer support or client success.
• High attention to detail with a focus on accuracy and quality of work.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Strong interpersonal and communication skills, both written and verbal.
• Problem-solving mindset with the ability to think strategically and execute tactically.
• Capacity to work collaboratively in a team environment and independently when necessary.
• Track record of meeting and exceeding performance metrics and targets.

Benefits :

• WORK FROM HOME FOREVER + AU MORNING SHIFT
• Incentives such as 5-star hotel buffet (Solaire, Conrad, Okada, Grand Hyatt)
• Long term projects in a growing industry where you will make a significant impact on someone\'s career.
• Great exchange rates You get to keep what you make.
• Health Insurance (after 1 year)
• Fun and encouraging culture
• All expenses paid
• INTERNATIONAL TRAVEL incentive

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