sr. Associate, e-commerce (zendesk) philippines | taguig city, philippinesIngram Micro

Job Description
Position at Ingram Micro
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.
Major Responsibility:
Attend weekly team updates and meetings with core Zendesk team involved in the resolution of problem tickets
Perform training and coaching of new hires and admin duties such as managing the Zendesk Support mailbox and maintenance of the team trackers
Timely resolution of reported issues and sharing of best practices and knowledge.
Job Qualifications and Educational Requirement
Bachelor's degree required, preferably in Computer Science or Business Information. Previous work experience required for a new hire in this position.
Technical Competencies
Possesses excellent customer service skills.
Excellent communication skills both oral and written.
Knowledge of computer platforms and operations including but not limited to Microsoft Office and Windows.
Knowledge of pertinent diagnostic tools and call tracking software.
Ability to perform analysis on and determine root-cause of moderately complex IT production problems.
Ability to occasionally work in an "on-call" capacity.
Advanced knowledge of departmental policies and procedures.
Able to work on flexible, shifting hours, as needed.
Knowledge of Zendesk is preferred but not required.
Foundational Competencies
Drives Results
Self-directing to get results
Sets aggressive goals and has highest standards
Is consistently one of the top performers
Pursues everything with energy and drive, the need to finish
Persists in the face of challenges and setbacks
Always keeps the end in sight, puts in extra effort to meet deadlines
Collaborates
Models collaboration across the organization
Facilitates an open dialogue with a variety of contributors and stakeholders
balances own interests with others'
Promotes high visibility of shared contributions to goals
Built, leveraged, and maintained strong, high-impact, relationships with variety of relevant parties (local, global)
Relationships deeply anchored in stable, long term, mutually beneficial collaboration
Decision Quality
Decisively makes high-quality decisions even when based on incomplete information or in the face of uncertainty
Actively seeks inout from pertinent sources to make timely and well-informed decisions
Skillfully separates opinions from facts
Is respected by others for displaying superior judgment
Customer Focused
Anticipates customer needs and provides services that are beyond customers' expectations
Uses customer insights to drive and guide the development of new offerings
serves as a strategic partner to build, grow and maintain profitable and long-lasting relationships
Communicates effectively
Delivers messages in a clear, concise, and compelling manner
Actively listens and checks for understanding
Articulates messages in a way that is broadly understandable
Adjusts communication content and style to meet the needs of diverse stakeholders
Models and encourages the expression of diverse ideas and opinions
Ensures Accountability
Follows through on commitments and makes sure others do the same
Acts with a clear sense of ownership
Takes personal responsibility for decisions, actions, and failures
Establishes clear responsibilities and processes for monitoring work and measuring results
Designs feedback loops into work
Action Oriented
Self-directing to get results
Achieves despite difficult personalities
High task orientation
Willing to sacrifice to get results
Optimizes Work Processes
Sets and meets quality improvement targets
Strives for efficient, effective, high quality performance
Delivers results by deadlines
Responds to difficult situations and takes initiative to make improvements
Focuses on quality
*This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all of these duties.
Ingram Micro

Taguig City, Metro Manila
Permanent
Full-time