Service Support Specialist
hace 3 semanas
About this Opportunity
At Ericsson, we're seeking a skilled Service Support Specialist to join our team. As a key member of our support function, you'll play a vital role in ensuring seamless service delivery to our operators' customers.
Key Responsibilities
• 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 orders, 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.
Requirements
• Incident management skills.
• Incident management support.
• Contact center experience.
• MS TOP skills.
• Spare part handling expertise.
• Work order management skills.
• Effective communication skills.
• Remote site access control.
• 1st level incident management skills.
• ITIL framework knowledge.
• Call center experience.
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