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. 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. Eva

📌 Technical support engineer (México)
🏢 Ingram Micro
📍 México