Help Desk Technical Assessed/QUERETARO Job Listing at Ericsson LATAM in Mexico City

Description

POSITION AT QUERETARO

The Call Center is the Customer’s single point of contact for Customer Support service requests, for all Customers in RLAM. This includes also BCAM customers.

It will be available 24x7x365 to all Customers with valid Support Agreement (SLA) for Emergency Support requests.

The Call Center Agent will take Telephone calls or Emails and act upon the request creating the respective CSR in SMS, or connecting the respective CSR responsible.

For Emergencies (and Urgencies), the Call Center assists with logistics like setting up conf call with RRL, SDM, Customer, etc; escalation to Global Support.

For Emergency CSRs, the Call Center will perform CSR Remedy and FA activities, backdating and closure (only Panama today).

The Call Center provides also RSG services like User Administration, as well as Maintenance and Support (only Panama).

Main Activities

Emergency Support:

– Takes the customer call and collects all required details (description, node affected, severity, impact, contact persons, etc).

– Creates the respective CSR in SMS:

– Contacts the Regional Recovery Leader (RRL) and brings in conference with Customer.

– Creates the Emergency event in the CCTool, which triggers automatic SMS and Email notifications to Ericsson staff and Operations management.

– Functions as a facilitator in Emergency and Urgency handling: Calls the RRC Center or FLS on-call, calls SDM, sets up teleconference bridges, etc.

– Initiates CSR escalation to Global Support (Second Line Support) upon RRL request.

– Perform CSR Remedy and FA activities, including Backdating, and CSR Closure (only Panama), with inputs obtained from FLS engineer (report) and the CC Tool.

Other CSR severities (High, Medium, Low)

– Processes Customer’s Emails and Telephone calls and create the respective CSRs in SMS, under the respective CU CNS queue, or connect the respective CSR responsible.

› Customers in Mexico do not use CSR Online; CSRs are reported via phone call (85%) and Email (15%).

› In countries served by Panama and Brazil, approx 30% of CSRs are created by Customers using CSR Online.

– Creation of CSRs types Internal and Project, upon internal Ericsson request (SDM or CPM)

– CSR Callback to Customer at CSR reception (specific customers only)

Provide RSG user administration (user creation, password reset, etc)

Provide RSG support (RSG troubleshooting)

Creation of RMAs in M4 system for Hardware Services repair requests (only Mexico’s customers). Volume: Avg 74 RMAs/week (8 lines/RMA)

Job Description

› Technical Skills

– Technical or Bachelor's degree, preferably in a computer science or telecommunications field, or a minimum of one year of progressive experience in a related field.

› High school diploma required plus two years telecomm and/or computer science experience.

– Specific knowledge on equipment and/or materials used in the performance of the essential functions of the job: MS Outlook, MS Word, MS Excel, MS PowerPoint, and CSR system

› Core Competencies:

– Excellent interpersonal, written and oral communication skills:

› Ability to build strong relationships both internally and externally.

› Ability to negotiate/resolve conflicts.

› Strong customer orientation.

› VERY STRONG attention to detail - VERY IMPORTANT, must be accurate. HIGHLY efficient and ORGANIZED

› People management skills essential.

› Demonstrates exceptional capacity for taking ownership of issues through to resolution.

– Ability to multi-task and meet objectives against aggressive timelines.

› Proven track record of meeting objectives.

› Excellent analytical problem solving capability.

› Demonstrates exceptional capacity for taking ownership of issues through to resolution.

› Takes a logical and orderly approach to analyzing problems, organizing work and planning actions

› Searches and implements creative solutions, going beyond the traditional and accepted.

› Identifies needs of both internal and external customers and meets or exceeds their expectations in a resource efficient way.

– Travel Required: No