GBS Help Desk Support Rep - Soporte Técnico

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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:

• Students in the final years, Technologist or Professional in Systems Engineering or related careers.
• 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.
• Minimum of 3 months helpdesk/call center experience.
• English intermediate.

Other Details:

• Shift: Monday to Friday 9 hours daily from 6:00am to 11:00pm
• Grade: 008.
• Modality: Remote 100%
• Availability to work on holidays.
• Application deadline: 27 Mar 2025.

Employee Type:
 

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