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Service Support Specialist

Ericsson -
Querétaro, Qro.

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Información del empleo

Descripción completa del empleo

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Role Definition

The 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 an extremely 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 disciplines within IT.

Job Profile / Roles

Receive, manage 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.
Share new solutions with the group as part of “Sharing Best Practices”

Activities / Responsibilities

Document all Incidents & Service Request in the Ticketing System with appropriate details of the user.
Ensure that all detailed required (including Mandatory fields) for the issue are documented in the Ticketing system.
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 satisfaction
Monitor and respond quickly and effectively 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 priority
Document internal procedures
Assist with on boarding of new users
Co-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 stakeholders
Report all issues that needs attention from the Ticketing system.
Willing to work in shifts in a 24/7 support team

What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.

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