Ingram MicroCloud Support Associate
Apr. 2017 - Dec. 2018Sofia, Sofia City, BulgariaManaging the incoming queue of Cloud opportunities from the EMEA Region against global vendors' SLAs in a proper and accurate manner; Entering the Cloud orders into the systems pursuant to individual order characteristic requirements, after successful opportunity qualification; Upon failed opportunity qualification, aligning with the sales reps in the relevant country following the global cloud processes of the crm dynamics management; Sending POs to the vendors where necessary and collaborating with them to resolve any possible issues preventing the acceptance of the order; Collaborating with the vendors and attending trainings to achieve the service targets set by them (e.g. rejection rate, right first time, etc); Performing track of all open orders and communication with Vendors/ clients to ensure successful closing of the order; Following Cloud Invoicing processes agreed for different Vendors/ clients; Sending out Cloud license confirmations/ certificates when necessary; Conducting basic to complex level of research aimed at resolving problems (i.e. customer satisfaction issues, escalations), presenting solutions and providing status updates for customers, vendors, managers or senior level sales reps.