Ericsson is a leading company in Global Service and Support, and they are seeking a Technical Support Specialist I to join their team. The role involves interacting with customers to address inquiries and provide technical troubleshooting, while maintaining a high standard of customer satisfaction.
Responsibilities
- Respond promptly to customer inquiries via phone, chat & digital cases
- Create & maintain case management records using a CRM
- Provide front line support to customers and partners
- Curate knowledge base articles to foster customer self-help tools available online
- Recommend enhancements to Ericsson Products and Services that would improve the serviceability and operation of our offerings
- Regularly provide feedback on the soundness and effectiveness of the department’s policies and procedure
- Maintain a high standard of customer satisfaction
- Support maintains an opt-out model for company recognized holidays
Skills
- Excellent communication skills
- Excellent interpersonal skills
- Excellent organizational skills
- Excellent presentation skills
- Self-motivated
- Detail-oriented
- Well organized
- Ability to interact with customers to collect, provide, and process information in response to inquiries, concerns, and requests about products and services
- Ability to provide basic technical troubleshooting and recommend resolutions to the customer
- Experience in creating and/or modifying knowledge article solutions for customer support
- Experience in maintaining case management records using a CRM
- Ability to provide front line support to customers and partners
- Ability to curate knowledge base articles to foster customer self-help tools available online
- Ability to recommend enhancements to products and services that would improve serviceability and operation
- Ability to provide feedback on the soundness and effectiveness of department policies and procedures
- Ability to maintain a high standard of customer satisfaction
Benefits
- Subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution.
- 401(k) plan has a 4% company match and immediate vesting.
- Company-paid employee basic life and AD&D insurance and company-paid disability benefits.
- Minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually.
- Up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
- Comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.
Company Overview
Ericsson is an information and communications technology company that offers network services. It is a sub-organization of Investor. It was founded in 1876, and is headquartered in Kista, Stockholms Lan, SWE, with a workforce of 10001+ employees. Its website is https://www.ericsson.com.
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