GBS Help Desk Support Rep

3 weeks ago

Medellin, Philippines UPS Full time
GBS Help Desk Support Rep

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Descrição Do Cargo

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.

Antes de candidatar-se, selecione o idioma de preferência dentre as opções disponíveis no canto superior direito desta página.

Explore sua próxima oportunidade em uma organização da Fortune Global 500. Vislumbre possibilidades inovadoras, experimente nossa cultura gratificante e trabalhe com equipes talentosas que ajudam você a melhorar a cada dia. Sabemos o que é preciso para levar a UPS para o futuro - pessoas com uma combinação única de competência e paixão. Se você tem as qualidades e a motivação para liderar você mesmo ou equipes, há funções prontas para cultivar suas habilidades e levá-lo(a) para o próximo nível.

Descrição Do Cargo

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).

Tipo De Colaborador

Permanente

A UPS tem o compromisso de oferecer um local de trabalho no qual não aja discriminação, assédio e retaliação.Seniority level
  • Seniority levelEntry level
Employment type
  • Employment typeFull-time
Job function
  • Job functionInformation Technology
  • IndustriesTruck Transportation

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