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Job Description:

Job Submmary:

This position trains, coaches and mentors technical support representatives (Help Desk Technicians) to be successful in accomplishing quality and productivity goals. He/She provides floor coverage, escalated calls, monitoring staffing levels, conducts side-by-sides and/or remote monitoring of agents to measure performance and must have good understanding of DWH, Seibel, CVBAT, DASA, BRIO, E2K, EDGE, FGV, Scout, BIA, SCSA computer systems and other applications proper of the UPS operation. 

Performs other tasks as requested as reports and special assigments as needed.

Knowledge and Skills

Demonstrates basic knowledge of TSC and ECTS suppotDemonstrates knowledge of SMCSupport basic trainings for new team members for Voice and Back Office support.Generates and reviews reports and quality reviews to ensure the service level for all our customersConversational English level - RequiredBachelor’s Degree or International equivalent on IT fields or 3 years of experience - Preferred

Other Details

Schedule: 7:00 - 16:30 ESTRemoteAvailability to work on holidaysGrade:009

Employee Type:

Permanent

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