About Company
United Parcel Service (UPS) is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight, the facilitation of international trade, and the deployment of advanced technology to manage the world of business more efficiently. With a history stretching back over a century, UPS is renowned for its reliability, extensive network, and commitment to innovation and customer satisfaction. We are a company built on a foundation of integrity, teamwork, and an unwavering dedication to our customers and communities. At UPS, we believe in empowering our employees to grow, providing them with the tools and opportunities to excel in a dynamic and fast-paced environment. Join us and be a part of a team that keeps the world moving forward.
Job Description
Are you a problem-solver with a passion for helping others? Do you thrive in a remote work environment where your communication skills and technical aptitude can shine? United Parcel Service (UPS), a global leader in logistics, is seeking dedicated and enthusiastic individuals to join our team as a Remote Support Specialist based in Scottsdale, Arizona. This is a fantastic opportunity to contribute to a world-renowned company from the comfort of your home, playing a vital role in ensuring seamless operations and customer satisfaction across our diverse service offerings. As a Remote Support Specialist, you will be the first point of contact for our customers and internal stakeholders, providing essential assistance for a wide array of inquiries. Your responsibilities will span from assisting customers with package tracking and resolving complex shipping issues to offering expert technical guidance on UPS’s array of digital tools and services, including online shipping platforms and mobile applications. Your expertise will be crucial in maintaining our reputation for reliability and excellence, directly impacting our customers’ perception of UPS. This role demands a high level of empathy, active listening, attention to detail, and the ability to navigate various internal systems and knowledge bases efficiently. We are looking for individuals who can effectively diagnose problems, provide clear, concise, and accurate solutions, and skillfully escalate complex or unresolved issues to the appropriate internal teams when necessary. All of this must be accomplished while maintaining a professional, friendly, and helpful demeanor, even under pressure. Your ability to adapt quickly to new challenges, learn continuously about evolving services, and work autonomously with minimal supervision will be key to your success in this dynamic remote position. At UPS, we are committed to fostering an inclusive and supportive work culture, extending this commitment to our remote teams. We provide comprehensive paid training, ongoing professional development opportunities, and all the necessary tools and technology to ensure you have the knowledge and equipment required to excel in your role. We value our employees and believe in empowering them to grow within the company. If you are ready to embark on a rewarding career that offers flexibility, professional growth, and the chance to make a tangible impact on millions of customers worldwide, we encourage you to apply. Join UPS and become a part of a team that keeps the world moving, one successful interaction and satisfied customer at a time. This is more than just a job; it’s an opportunity to build a career with a company that invests in its people and its future.
Key Responsibilities
- Provide exceptional customer service and technical support to UPS customers via phone, email, and chat.
- Assist customers with tracking packages, resolving shipping discrepancies, and managing delivery preferences.
- Diagnose and troubleshoot issues related to UPS services, online tools, and account management.
- Effectively communicate solutions and technical information in a clear and understandable manner.
- Accurately document all customer interactions and resolutions in the CRM system.
- Escalate complex issues to appropriate internal departments for further investigation and resolution.
- Maintain a high level of product and service knowledge, staying informed about new UPS offerings and policies.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Collaborate with team members and supervisors to continuously improve customer support processes.
- Manage time effectively to handle a high volume of inquiries while maintaining quality standards.
Required Skills
- Minimum of 1 year of experience in customer service or technical support.
- Excellent verbal and written communication skills.
- Proficiency in basic computer skills and navigating multiple software applications simultaneously.
- Strong problem-solving and analytical abilities.
- Ability to work independently and manage time effectively in a remote environment.
- High-speed internet connection and a dedicated, quiet workspace.
- High school diploma or GED equivalent.
- Strong active listening and empathy skills.
Preferred Qualifications
- Previous experience in a remote or work-from-home customer support role.
- Familiarity with CRM software (e.g., Salesforce) and ticketing systems.
- Experience in the logistics, transportation, or shipping industry.
- Associate’s or Bachelor’s degree in a relevant field.
- Bilingual proficiency (English/Spanish).
Perks & Benefits
- Competitive hourly wage with performance incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- 401(k) retirement plan with company match.
- Employee assistance program.
- Paid virtual training and ongoing professional development opportunities.
- Career advancement opportunities within a global organization.
- Employee discounts on UPS services and various products.
How to Apply
Interested candidates are encouraged to apply directly through the provided application link. Please ensure your resume highlights your customer service and technical support experience. We look forward to reviewing your application and potentially welcoming you to the UPS team!