Job Description
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