JOB SUMMARY

The External Technical Support Representative (ECTS) is an entry-level position that handles incoming communications from external customers regarding technical and procedural issues for UPS supported applications skill set.  The technician records the interaction in a Customer Resource Management (CRM) system for tracking and monitoring of case status and resolution.  This is a 7 day a week operation and the position requires the individual to be flexible to perform shift work on weekends and holidays.

This position is the first point of contact for customer technical support requests.  Individual must be able to multi-task in a fast paced, high pressure environment with customers of varying degrees of technical knowledge.  Individuals will have common solutions available for most technical problems encountered.  Individual is required to identify and define problems, collect data, establish facts, and draw valid conclusions.  Candidate must be able to understand, and interpret technical concepts and apply logic and deductive reasoning.

JOB DUTIES  

• Handling first level support contacts from external UPS customers and apply understanding and knowledge of supported systems / products and services to assist customers on technical matters
• Understand technical problems which requires the Technician to:
  • Communicate resolution to software/hardware errors & malfunctions
  • Follow troubleshooting guidelines and procedures to resolve or escalate issues
  • Provide feedback on procedures
  • Probe, isolate, and troubleshoot supported application problems
• Responsible for meeting established individual and team performance targets including: service level, resolution, productivity and quality standards
• Maintain up-to-date knowledge of products, services, and resource materials to provide adequate support and accurate information to customers
• Adhere to established attendance and punctuality guidelines

PREFERRED COMPETENCIES 

• Excellent customer service skills
• Excellent probing and troubleshooting skills
• Ability to identify, adapt, and apply approaches in problem solving
• Attention to detail

MINIMUM QUALIFICATIONS 

• Typing skills (minimum requirement of 35 wpm)
• Computer hardware and software knowledge to include the installation, removal, and troubleshooting of software, printers, scanners, scales, peripheral components, and network configurations
• Excellent written and verbal communication skills
• Strong proficiency in Microsoft Office Suite
• Technology degree, equivalent technical training, or industry recognized certification preferred
• Minimum of 3 months helpdesk / call center experience preferred

UPS is an equal opportunity employer – race/color/religion/sex/national origin/veteran/disability/sexual orientation/gender identity

Founded on a $100 loan in 1907, 2 teenage boys opened up a messenger service in a 6 by 17 foot office located just below the sidewalk on Second Avenue and Main Street in Seattle, WA. Messengers ran errands, carried notes, hand baggage, and delivered trays of food for customers. They also delivered packages, traveling by streetcars and bicycles for longer trips, and later using motorcycles.