It's fun to work in a company where people truly BELIEVE in what they're doing
Job Description:
Essential Responsibilities Of Your Role:
· Responding to inbound Billing and Technical service requests over the phone and email per day directly with customers.
· Accurately and efficiently log all issues and status updates in our internal tracking system.
· Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
· Evaluate and provide resolution for complex customer Billing inquiries.
· Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues.
· Supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365).
· Contributing to the development of service desk processes and procedures.
· Interacts closely with various departments and vendors to provide timely resolution on issues.
· Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert,



and providing diagnoses and issue resolution on our Platform.
· Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
· Monitoring systems and handling 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
* Note: This is not a complete list of tasks.
Knowledge, Skills, and/or Abilities You Need To Have:
· Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
· Strong knowledge of Microsoft O365.
· Abili

📌 Technical Support Engineer (Ciudad de México)
🏢 Ingram Micro
📍 Ciudad de México