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 a

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