الوصف الوظيفي
Before you apply to a job, select your language preference from the options available at the top right of this page.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 SummaryThis position handles incoming communications from internal Domestic and International UPS end-users to solve basic issues primarily dealing with ID access. All incoming calls are logged in the HDFS (Helpdesk Field Service) system for tracking and monitoring case status and resolution. This position is the first point of contact for the end-user. He/She works in a high pressure environment with customers of varying degrees of technical knowledge. This position offers common solutions for most technical problems encountered. He/She is required to identify and define problems, collect data, establish facts, and draw valid conclusions. This position interprets technical concepts and applies logic and deductive reasoning. He/She performs basic troubleshooting and ID resets for various applications.Responsibilities:Handles first level support contacts from internal UPS end-users and vendors.Communicates resolution to software/hardware errors & malfunctions.Provides feedback on procedures.Troubleshoots/dispatches basic hardware issues.Probes, isolates, and troubleshoots supported application problems.Handles general ID resets, email issues, Internet Explorer issues.Performs ECTS (External Customer Technical Support) call overflow support as needed.Meets 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.Qualifications:High school diploma, GED, or International equivalentMinimum of 1 year previous experience in a call center Ability to type 30 wpmAvailability to work a flexible schedule in a fast-paced environment, including weekends and holidaysEmployee Type: PermanentUPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
