DescriptionAbout this opportunityThe Service support specialist is a support role whose primary responsibility is to provide day to day support to end users. This is a Telecom/ICT Service Desk role, interacting with people of all levels in Ericsson (and their Customers) offices across the globe. The Service support specialist is responsible for tracking all assigned support requests through effective decision making and problem solving skills.The successful job applicant will present himself/herself in a very professional, competent manner, be highly organized, and possess strong communication and interpersonal skills. The Service support specialist is expected to provide these services with independence, demonstrating experience and ability in multiple fields within IT.What you will doReceive, handle and record requests receiving either by phone, mail or Tickets.Work as a team member, providing support to colleagues as and when required.Able to react to change productively and handle other essential task as assigned.Document all Incidents & Service Request in the Ticketing System with appropriate details of the user.Work with the Internal Teams to ensure that the users' issues are fixed in a timely manner.Provide support and resolve problems to the end user's satisfactionMonitor and respond quickly and optimally to requests received as per the SLA defined in the process.Monitor Service Desk for tickets assigned to the queue and process first - in first - out based on priorityDocument internal proceduresAssist with on boarding of new usersCo-ordinate with team members in identifying new solutions for existing and unresolved issues.Follow all defined process religiously and raise feedback and suggestions to the appropriate stakeholdersWilling to work in shifts in a 24/7 support teamYou will bringTSU, Bachelor truncated or fresh graduate in Engineering or related.Experience in costumer support - ideally in technical fieldsBasic English be able to read manuals.Available to shift role in Querétaro, México.Why join Ericsson?At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and creativity to push the boundaries of what´s possible. To build never seen before solutions to some of the world's toughest problems. You´ll be challenged, but you won't be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next!
