Support Call Center Agent | [B-827]

Support Call Center Agent | [B-827]

27 dic
Santiago de Querétaro

27 dic


Santiago de Querétaro

Support Call Center Agent

Posted date : Dec 13, 2021 Location :

Querétaro, Querétaro, Mexico

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As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we’ve made it ourbusiness to make a mark.

When joining our team at Ericsson you are empowered to learn, lead and perform at yourbest, shaping the future of technology.

This is a place where you're welcomed as your own perfectly unique self, andcelebrated for the skills, talent, and perspective you bring to the team. Are you in?


and be where it begins.

Our Great Opportunity.

We are now looking for a Call Center Agent to manage Software Support & Value-Added Services and HardwareServices. The Call Center Agent is responsible to manage, configure and administrate tools, performance reportingand to support process management and contract management admin.

In this role you will be the main entry point forall Emergency CSRs and the responsibilities include to perform initial contract validation, set-up communicationchannels, build the CSR, engage Emergency Recovery Centre, initiate the first emergency notification, assist withremote access, and provide language assistance.

You will

Ensure all incidents, requests and issues are resolved or triaged and escalated to the correct teams forresolution.

Manage, configure, and administer tools and Perform data administration on local level.

Manage performance reporting and assists local CS organization in monitoring of CSR progress.

Handle customer Emergency requests professionally.

Support process management ensuring adherence to Customer Support processes

To be successful in the role you must have

Bachelor Degree in Computer Science, Computer Engineering, or equivalent Engineering degree.

Excellent communication skills in verbal and written English & Spanish

Portuguese is a Plus)

Strong customer interaction skills over the phone

Good decision-making ability

Independent, Self-disciplined skills

Working well even under pressure

Availability to work in shifts (the department operates in a 24 / 7 shift structure)

What s in it for you?

Here at Ericsson, our culture is built on over a century of courageous decisions. With us, you will no longer bedreaming of what the future holds you will be redefining it.

You won’t develop for the status quo, but will build whatreplaces it. Joining us is a way to move your career in any direction you want;

with hundreds of career opportunities inlocations all over the world, in a place where co-creation and collaboration are embedded into the walls.

You will findyourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, andwhere work-life balance is a priority.

Welcome to an inclusive, global company where your opportunity to make animpact is endless.

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