Associate Professional - Customer Support

Ingram Micro, Inc.; Delhi; On-site; INR 300,000 - 450,000; Full time

Job summary

Ingram Micro, Inc. is seeking an entry-level professional to handle initial customer inquiries and direct them to the right department. You will learn company products and services and work under supervision to resolve standard questions.

The role involves data entry, using internal databases, and documenting customer concerns for trend analysis. Growth opportunities exist within inbound sales, billing, and technical support teams, with structured guidance.

Qualifications

• Entry-level professional on a project or work team.
• Work is closely supervised.
• Explains facts, policies and practices related to job area.
• Works on projects of limited scope and complexity.
• Follows standard policies and procedures to resolve issues.

Responsibilities

• Takes initial customer calls and answers general questions regarding 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.
• Determines caller eligibility for technical support and transfers calls to technical support queues.
• Documents customer concerns and forwards complaint trends to appropriate departments.

Skills

Customer service

Communication skills

Data entry

Problem solving

Education

Bachelor's degree or equivalent

Tools

Internal databases

Job description

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

Entry-level professional individual contributor on a project or work team. Work is closely supervised. Problems faced are not typically difficult or complex. Explains facts, policies and practices related to job area. Works on projects of limited scope and complexity. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Uses company standard policies and procedures to resolve issues in which answers can be readily obtained. Work is reviewed regularly by supervisor or more senior peers.

Requires broad theoretical knowledge typically acquired from advanced education. Typically requires a four year college degree or equivalent experience and 0-2 years functional experience.