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Job Description:
Overview
This associate serves as the primary coordinator for customer escalations requiring heightened visibility and cross-functional engagement. The role manages critical incidents from intake through resolution, ensuring timely communication, stakeholder alignment, issue ownership, and customer advocacy.
Responsibilities
- Manage assigned customer escalations.
- Ensure rapid engagement of appropriate internal departments or teams.
- Track actions, commitments, timelines, and resolution activities.
- Maintain detailed escalation records and case documentation.
- Serve as a central point of coordination between customers and internal teams.
- Facilitate de-escalation and data-gathering calls to customers and follow-up discussions.
Requirements
- 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management, preferably experience in a high volume, high-complexity (call center) environment.
- Experience in communication tools across telephone, email and Video Conferencing (Teams), as well as client, case management and ticketing platforms (CRM, Zendesk, etc.)
- Experience in the IT industry, some understanding of the Cloud and IT provider space
- Familiarity with incident management and customer service methodologies.
- Experience supporting and directly interacting with different customer segments, including but not limited to enterprise, strategic or retail customers.
- Able to work in varying time zones to support the business.
Skills Required
- 2-5 years of experience in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management
- Experience in a high-volume, high-complexity call center environment
- Experience using telephone, email, and video conferencing tools such as Microsoft Teams
- Experience with client, case management, and ticketing platforms such as CRM systems and Zendesk
- Experience in the IT industry
- Understanding of the cloud and IT provider space
- Familiarity with incident management and customer service methodologies
- Experience supporting and directly interacting with enterprise, strategic, or retail customers
- Ability to work across varying time zones to support the business
Ingram Micro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ingram Micro and has not been reviewed or approved by Ingram Micro.
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Strong & Reliable Incentives — Feedback suggests bonus eligibility is common and commission structures can lift total earnings in sales roles. Pay is described as solid and reliably on time in many contexts.
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Healthcare Strength — Feedback suggests the health offering is comprehensive, with multiple medical options including a copay-only plan and an HSA plan with employer funding. Wellness programs, pharmacy support, and an EAP reinforce the package.
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Retirement Support — Feedback suggests retirement support includes a 401(k) with company match and automatic savings features. This provides a structured foundation for long-term savings.
Ingram Micro Insights
What We Do
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partners to operate efficiently and successfully in the markets they serve. Unrivaled agility, deep market insights and the trust and dependability that come from decades of proven relationships, set Ingram Micro apart and ahead.
