Service Support Specialist
hace 3 semanas
About the Role:
We are seeking a skilled Service Support Specialist to join our team at Ericsson. As a key member of our support function, you will play a vital role in the coordination and management of proactive and reactive maintenance duties.
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 experience.
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced environment.
- Knowledge of ITIL framework and call center operations.
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