GBS Help Desk Support Rep

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Job Summary
This position handles incoming communications from Account Executives (AE) and other UPS representatives regarding technical and procedural issues for UPS supported applications. He/She records interactions in a Customer Resource Management (CRM) system for tracking and monitoring case status and resolution. This position identifies and defines problems, collects data, establishes facts, and draws valid conclusions. He/She understands and interpret technical concepts and applies logic and deductive reasoning.

Responsibilities:

• Responds to customer requests received by applying understanding and knowledge of supported systems and products.
• Troubleshoots and resolves customer problems via phone or remote capabilities.
• Responsible for meeting established individual and team performance targets including: service level, resolution, productivity, and quality standards.
• Maintains up-to-date knowledge of products, services, and resource materials to provide adequate support and accurate information to customers.
• Adheres to established attendance and punctuality guidelines.
• Probes, isolates, and troubleshoots supported application problems.

Qualifications:

• Typing skills (minimum of 35 wpm) - Preferred
• Computer hardware and software knowledge including the installation, removal, and troubleshooting of software, printers, scanners, scales, peripheral components, network configurations, and databases - Preferred
• Excellent written and verbal communication skills - Preferred
• Ability to work flexible shift hours, up to 5 days per week
• Minimum of 3 months helpdesk/call center experience

Employee Type:

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.