At Ericsson we are looking for a Support Coordinator that provide services to customers from Latin America and North America.
Our services are provided 24/7.
Handling different request in three different languages: Spanish, Portuguese and English.
Our main deliverables:
Ticket creation in different severities: Low, Medium and High
Emergency ticket creation and assistance.
Activities:
Provide personalized, one-to-one customer service.
Identify customer needs, answer questions and solve problems.
Being available all the work shift to receive calls and emails, and to monitor our internal tools for receiving the support requests from our customers.
Collecting all important data from customer reporting issue to secure that the ticket is assigned to the support domain group.
Interacting with different stakeholders; customers and internal people in Ericsson.
The support coordinator handles several calls and emails a day.
Assisting in conference calls, in emergency events,
Shifts
12 hours shifts (Day shift), hours distributed in 3 labor days of 12 hours each, and 1 labor day for 9 hours during the day, considering 3 rest days all the weeks.
12 hours shifts (Night shift), hours distributed in 3 labor days of 12 hours each, and 1 labor day for 4 hours during the day, considering 3 rest days all the weeks.
The 12 hours shifts can be from Sunday to Wednesday or Wednesday to Saturday.
Office hours shift, Monday to Friday.
Competence Profile
Good listening, verbal, and written communication skills. ? Mandatory
Good customer management. ? Mandatory
Proficient in relevant computer applications (Office 365) ? Mandatory
Good customer service practices and principles. ? Mandatory
Excellent data entry and typing skills. ? Mandatory
Knowledge retention ? Mandatory
Process oriented. ? Mandatory
Quick-thinking skills ? Mandatory
Ability to handle stressful situation appropriately. ? Mandatory
Good English Skills. ? Mandatory
Portuguese skills ? Desired
Flexibility on being during the day and night shifts. ? Mandatory
Experience on working in night shifts ? Desired
Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.