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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
Grade: 008
Must be available to work Monday through Friday in rotating shifts from 5:00 a.m. to 1:00 a.m. (100% remote work).
Employee Type:
Permanent
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