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GBS ECTS 3rd Level Technician Support

Job Description

Job Summary


The External Customer Technical Support (ECTS) 3rd Level Technician position requires an advanced level of technical knowledge and is the final level of support for supported UPS applications.  This position is responsible for global problem resolution for UPS Host Access, UPS WorldShip, UPS Development Kit Application Programming Interfaces (APIs), and supported UPS Web suite of applications.  The 3rd Level Technician applies an advanced understanding of the supported product/application to facilitate proper resolution or defect identification.  The 3rd Level Technician also evaluates and provides common solutions for all supported ECTS groups and may perform other duties assigned by the Supervisor. This individual must poses strong leadership characteristics. 


The 3rd Level Technician acts within the GBS Standards & Guidelines for standard practices and guidelines.  This individual must be able to facilitate timely decisions that directly impact customers and critical customer facing UPS applications.  This individual must be able to work independently and rely on knowledge, experience, and good judgment to make sound business decisions.  The 3rd Level Technician is required to engage various internal support and development resources and groups within UPS.  The 3rd Level Technician is required to participate in the application life-cycle management process.


Job Duties


  • Critical Host, Web, and WorldShip problem resolution end-to-end

  • Resolution of complex application/infrastructure related problems

  • Communicate to appropriate audience (Users, TSG, Corporate Support, Development, Customers, etc.)

  • Adapting procedures, tools, and resources to meet customer and ECTS Support needs

  • Train and assist new support team members

  • Writing technical documents and solutions

  • Create and deliver training presentations as subject matter experts

  • Adhere to established attendance guidelines and policy

  • Adhere to established support process and procedure methodology

  • Other duties as assigned 


Preferred Competencies 


  • Strong technical background and troubleshooting skills

  • Critical thinking and deductive reasoning skills

  • ECTS Technical Coach, assist line, or mastery of ECTS Technician, Intermediate Technical Support (ITS), Technical Support Center (TSC), Internal Customer Support (ICS), support roles or equivalent technical skill set

  • Advanced knowledge of customer facing UPS applications suite including:

    • Worldship, UPS Internet Shipping (UIS), CampusShip, Quantum View, UPS Development Kit APIs, UPS Internet Freight Shipping (UIFS), and My Choice


  • Strong understanding of UPS business rules and service offerings (Domestic, Freight, and International)

  • Knowledge of multiple operating systems (Windows, Linux, MacOS) and UPS supported Web Browsers

  • Working knowledge of SQL databases and ability to write SQL Statements

  • Strong understanding of XML and/or Webservices

  • Knowledge / Experience of internal UPS Systems:

    • CRIS / ICRIS / CAMS / E2K / EDGE / PLD / OPLD / ETT / ODBI

    • UPS Information Library and Data Warehouse


  • College Degree, equivalent Technical Training, or industry recognized certification strongly recommended


Minimum Qualifications 


  • Advanced knowledge of customer facing UPS applications - Preferred

  • Strong understanding of UPS business rules and service offerings (Domestic, Freight, and International) - Preferred

  • Strong understanding of eXtensible Markup Language (XML) and/or Webservices - Preferred

  • Excellent written and verbal communication skills - Preferred


UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law

Job Requirements

 

Job Snapshot

Location US-NV-Las Vegas
Employment Type Full-Time Employee
Pay Type Year
Pay Rate N/A
Store Type Other
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Company Overview

UPS

A position in Business Management or Corporate is a true showcase of your natural leadership, planning and organizational skills to a global audience. From communications and consulting to human resources and risk management, your unique talents keep UPS and its customers moving forward. Learn More

Contact Information

US-NV-Las Vegas
Snapshot
UPS
Company:
US-NV-Las Vegas
Location:
Full-Time Employee
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Other
Store Type:

Job Description

Job Summary


The External Customer Technical Support (ECTS) 3rd Level Technician position requires an advanced level of technical knowledge and is the final level of support for supported UPS applications.  This position is responsible for global problem resolution for UPS Host Access, UPS WorldShip, UPS Development Kit Application Programming Interfaces (APIs), and supported UPS Web suite of applications.  The 3rd Level Technician applies an advanced understanding of the supported product/application to facilitate proper resolution or defect identification.  The 3rd Level Technician also evaluates and provides common solutions for all supported ECTS groups and may perform other duties assigned by the Supervisor. This individual must poses strong leadership characteristics. 


The 3rd Level Technician acts within the GBS Standards & Guidelines for standard practices and guidelines.  This individual must be able to facilitate timely decisions that directly impact customers and critical customer facing UPS applications.  This individual must be able to work independently and rely on knowledge, experience, and good judgment to make sound business decisions.  The 3rd Level Technician is required to engage various internal support and development resources and groups within UPS.  The 3rd Level Technician is required to participate in the application life-cycle management process.


Job Duties


  • Critical Host, Web, and WorldShip problem resolution end-to-end

  • Resolution of complex application/infrastructure related problems

  • Communicate to appropriate audience (Users, TSG, Corporate Support, Development, Customers, etc.)

  • Adapting procedures, tools, and resources to meet customer and ECTS Support needs

  • Train and assist new support team members

  • Writing technical documents and solutions

  • Create and deliver training presentations as subject matter experts

  • Adhere to established attendance guidelines and policy

  • Adhere to established support process and procedure methodology

  • Other duties as assigned 


Preferred Competencies 


  • Strong technical background and troubleshooting skills

  • Critical thinking and deductive reasoning skills

  • ECTS Technical Coach, assist line, or mastery of ECTS Technician, Intermediate Technical Support (ITS), Technical Support Center (TSC), Internal Customer Support (ICS), support roles or equivalent technical skill set

  • Advanced knowledge of customer facing UPS applications suite including:

    • Worldship, UPS Internet Shipping (UIS), CampusShip, Quantum View, UPS Development Kit APIs, UPS Internet Freight Shipping (UIFS), and My Choice


  • Strong understanding of UPS business rules and service offerings (Domestic, Freight, and International)

  • Knowledge of multiple operating systems (Windows, Linux, MacOS) and UPS supported Web Browsers

  • Working knowledge of SQL databases and ability to write SQL Statements

  • Strong understanding of XML and/or Webservices

  • Knowledge / Experience of internal UPS Systems:

    • CRIS / ICRIS / CAMS / E2K / EDGE / PLD / OPLD / ETT / ODBI

    • UPS Information Library and Data Warehouse


  • College Degree, equivalent Technical Training, or industry recognized certification strongly recommended


Minimum Qualifications 


  • Advanced knowledge of customer facing UPS applications - Preferred

  • Strong understanding of UPS business rules and service offerings (Domestic, Freight, and International) - Preferred

  • Strong understanding of eXtensible Markup Language (XML) and/or Webservices - Preferred

  • Excellent written and verbal communication skills - Preferred


UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law

Job Requirements

 
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