Helpdesk Job in Las Vegas 89119, Nevada US
Send your resumes to 6194-MH452 [at] apply [dot] maxhire [dot] net The Helpdesk Support Representative takes incoming calls from UPS external customers regarding technical issues.
They must ask probing questions to determine the root cause of the issue and locate and follow approved trouble shooting procedures to resolve the problem.
Helpdesk Support Representatives are required to record calls in the HDFS (Helpdesk Field Service) system for tracking and monitoring of case status and resolution.
Requirements include; High School Diploma or GED, Strong computer skills, Good typing skills, Excellent customer service skills, Good written and oral communication skills, Good computer skills (Windows, Microsoft Outlook).
This individual will be responsible for phone support for external UPS customers.
This position is the first point of contact for technical support for the customer.
Individual must be able to work effectively in a fast-paced environment with customers of varying degrees of technical knowledge.
Individuals will have Common Solutions available for the majority of the technical problems encountered.
The individual must be able to field calls for their assigned products in order to maintain staffing and performance requirements.
ESSENTIAL DUTIES, RESPONSIBILITIES: The ECTS Technician will be responsible for: Handle first level support calls from external UPS customers and troubleshoot technical issues Ask probing technical questions to determine root cause of customers issue Record specific call types in the HDFS case logging system Adhere to established support process/procedure guidelines Properly transfer all unresolved problems to the appropriate internal group or Field Support for further action Meet the required service level/resolution/escalation and dispatch rates Escalate cases as required based on standard escalation procedures Troubleshoot/dispatch basic hardware issues Adhere to established guidelines in relation to attendance and tardiness Send your resumes to 6194-MH452 [at] apply [dot] maxhire [dot] net
