Customer Support Expert
hace 19 horas
**Job Summary**
We are looking for a highly skilled Customer Support Expert to join our team at Ericsson. In this role, you will be responsible for managing software support, configuring and administrating tools, and performing data administration.
The ideal candidate will have excellent communication skills, both verbal and written, as well as strong customer interaction skills over the phone. They will also possess good decision-making abilities, be process-oriented, and work well under pressure.
**About the Role**
In this position, you will serve as the main entry point for all emergency customer service requests (tickets). Your responsibilities will include initial contract validation, setting up communication channels, building tickets, engaging the emergency recovery center, initiating first emergency notifications, assisting with remote access, and providing language assistance.
You will ensure that all incidents, requests, and issues are resolved or triaged and escalated to the correct teams for resolution. You will also manage performance reporting, assist local customer support organizations in monitoring ticket progress, handle customer emergency requests professionally, and support process management to ensure adherence to customer support processes.
**Key Responsibilities**
- Manage, configure, and administer tools and perform data administration on a local level.
- Manage performance reporting and assist local customer support organizations in monitoring ticket progress.
- Handle customer emergency requests professionally.
- SUPPORT process management to ensure adherence to customer support processes.
**Requirements**
- Bachelor's Degree
- Excellent communication skills (verbal and written)
- Strong customer interaction skills over the phone
- Good decision-making ability
- Process-oriented
- Independent, self-disciplined skills
- Knowledge retention
- Ability to work well under pressure
- Availability to work in 4x3 shifts (department operates in a 24/7 shift structure)
**What We Offer**
We offer a competitive salary of $65,000 - $85,000 per year, depending on location and experience. Additionally, you will have opportunities for professional growth and development, as well as a dynamic and supportive work environment.
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