*Associate III, Technical Support (TSS)
Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $46 billion in revenue, we have become the world’s largest technology distributor with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012.
- Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hot-line technical support.
- Responds to customer service inquiries regarding company products, features and/or services.
- Researches, documents and communicates recurring technical issues.
- Facilitates and coordinates
- Returned Material Authorization (RMA) as necessary.
- Will provide multiple levels of escalated support based on the complexity of the technical issue.
- Will refer problems of an unusual or complex, nature to university degreed engineers/Technical Solutions Professional.
- Associates in this job have technical knowledge typically acquired from a technical certification or Company training programs.
- Professionals levels typically have a university education in an engineering specialty.
- Provides engineering support to customers, customer support personnel and field support staff on systems and product issues.
- Works with customer and company personnel to define technical problem, determine the solution and assist customer in implementing the fix.
- May be called on-site to assist in complex technical solutions.
- Creates tests, tools, and diagnostic procedures for use by product support personnel.
- May quality check technical product documentation.
- Seasoned individual contributor.
- Works under limited supervision for routine situations.
- Provides assistance and training to lower level employees.
- Problems typically are not routine and require analysis to understand. Makes minor adjustments to working methods.
- Explains practices, procedures and policies to reach agreement wit others outside of the job area.
- Provides administrative or technical support at a senior level.
- Proficient in the various competencies relevant to their job.
- May act as a lead or mentor to more junior technical or administrative support personnel.
- Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
- Generally works independently within established procedures associated with the specific job function.
- Normally receives little instruction on daily work.
- Determines methods and procedures on new assignments.
- May be informal team leader.
- Two year college degree or equivalent experience and minimum 3 year experience in functional area. OR High School Diploma or equivalent and 5 years functional experience, preferably at a senior level.
- Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.