GBS Help Desk Support Rep

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 :

Permanent

Skills Required

Networking, Helpdesk, Rstp, Resource Management, Network Routing, Crm