JOB DESCRIPTION:

This position is the first point of contact for the end-user.  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.  Performs basic troubleshooting and ID resets for various applications.

Job Duties

• Handling first level support contacts from internal UPS end-users and vendors
• Communicate resolution to software/hardware errors & malfunctions
• Provide feedback on procedures
• Troubleshoot/dispatch basic hardware issues
• Probe, isolate, and troubleshoot supported application problems
• Handle general ID resets, email issues, Internet Explorer issues

• Perform ECTS (External Customer Technical Support) call overflow support as needed
• 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

Education and Work Experience

• Technical degree in TSG/ Computer careers
• English and/or Portuguese skills
• Ability to work at night shift 
• Experience not required

Preferred Competencies 

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