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.





- Ability to prioritize user requests effectively and manage user expectations.

- Ability to balance attention to detail with expeditious execution in a fast-paced environment working.

- 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.

- Must be available to work weekends and after hours as needed.

- High school diploma (or equivalent) required. Secondary degree preferred.

- 2 years of experience working in capacity of Technical Support or similar

- 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 Nice to have. Exposure to:

- ITIL certification

- Microsoft Azure certification

- Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP

- Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL

- Exposure to virtualization and orchestration technologies such as Docker and Kubernetes

- Experience with JIRA and Confluence

- 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 these duties.

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