GBS Help Desk Support Rep

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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