What are the responsibilities and job description for the Technical Support Specialist I position at Ericsson?
- This role is a hybrid position with the expectation to work onsite (3) three days a week in the Ericsson office located in Boise, Idaho and relocation is not offered for this position.
- Ericsson Enterprise Wireless Solutions Inc. does not sponsor US work authorizations for this job position including H-1B, O-1, and TN. Ericsson also does not hire F-1's working on EAD for this position.
Ericsson's Global Service and Support continues to evolve to maintain our industry leadership. As a member of our Technical Support Team, you will experience a fun and collaborative environment, continuing education options, and recurring team building activities. We aspire to maintain our industry leadership in technical support and customer satisfaction. We accomplish this by innovating our processes and capabilities to provide our customers and partners a superior support experience.
The Technical Support Specialists will interact with customers to collect, provide, and process information in response to inquiries, concerns, and requests about products and services. This position requires daily customer interaction via calls, chats, and Ericsson's Connect Community. They will also provide basic technical troubleshooting and recommend resolutions to the customer when possible. Other daily tasks may include creating and/or modifying knowledge article solutions for Ericsson's Customer Connect Community and online knowledgebase. The Technical Support Specialist must have excellent communication, interpersonal, organizational, and presentation skills. As well as be self-motivated, detail-oriented, and well organized.
- 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
Why join Ericsson?
At Ericsson, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity employer, learn more.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.americas@ericsson.com.
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: United States (US) || Boise (ID)
Job details: Support Coordinator
Compensation and Benefits at Ericsson
At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.
Your Pay
The salary range for this position is dependent on various factors including, but not limited to, location, and the candidate's combination of job-related knowledge, qualifications, skills, education, training, and experience.
Short-Term Variable Compensation Plan:Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit's objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.
Your Health
Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: 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.
Your Financial Security
We invest in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.
Your Time
Your work-life balance is important to us. New employees are provided a 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. Please note paid time off is pro-rated based on the employee's start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
Additional Benefits
Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.
Ericsson is proud to be an Equal Opportunity and Affirmative Action employer.
We do not discriminate based on race, color, gender, sexual orientation, transgender status, gender identity and/or gender expression, marital status, pregnancy, parental status, religion, political opinion, nationality, ethnic background, social origin, social status, indigenous status, disability, age, union membership or employee representation and any other characteristic protected by local law, as applicable, and/or Ericsson’s policies.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.dallas@ericsson.com. or (866) 374-2272 (US) or (877) 338-9966 (Canada) for further assistance.