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Service Support Specialist Jr

hace 2 meses

Tláhuac, Ciudad de México Ericsson A tiempo completo

Join our Team:

About this opportunity:


Join us at Ericsson as a Service Support Specialist, where you will play an integral role in the coordination, management, and execution of proactive and reactive maintenance duties.

Our aim is to continually provide services to our operators' customers on a seamless basis, always ensuring that our performance matches the expectations set by our Service Level Agreement (SLA).


What you will do:

  • Coordinate and manage,'Customer Problem Management', 'Helpdesk' and 'Field Dispatch' service functions.
  • Receive, resolve, and provide meaningful status on repair and/or restoration activity to customer care centers or directly to operators' customers.
  • Act as a support function for all field activities, ensuring optimal utilization and productivity of field forces.
  • Engage in proactive and comprehensive 'Customer Event Management'.
  • Initiate 'Infrastructure Incident Management' and oversee 'Customer Incident Management'.
  • Record, manage, and resolve 'Customer Problem Management' issues.
  • Manage 'Work Order', creating and assigning orders as needed, and also following up to ensure timely completion.
  • Oversee 'Spare Part Coordination', managing logistics, and updating work orders with spare part information.

The skills you bring:

  • Incident management.
  • Incident Management Support.
  • Contact Centre (Business).
  • MS TOP.
  • Spare part handling.
  • Work Order.
  • Communication.
  • Remote Site Access Control.
  • 1st level Incident Management.
  • ITIL Framework.
  • Call Centers.
  • Site Security.