Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level. **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 suppot + Demonstrates knowledge of SMC + Support 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 customers + Conversational English level - Required + Bachelor’s Degree or International equivalent on IT fields or 3 years of experience - Preferred **Other Details** + Schedule: 7:00 - 16:30 EST + Remote + Availability to work on holidays + Grade:009 **Employee Type:** Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. **Company:** UNITED PARCEL SERVICE **Category:** Customer Services **Requisition Number:** R25007938 **Location:** Medellín,Colombia