Customer Problem Management Job

This Job Role is responsible for the execution of proactive and reactive maintenance activities to ensure that services provided to Operators’ customers are continuously available and performing to Service Level Agreement (SLA) performance levels

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Date: Jun 10, 2015

Location: Tecnoparque, Mexico City, MX

Company: Ericsson

Req ID: 60594

Ericsson Overview

Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help shape a more sustainable world.

We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential everyday. Our employees live our vision, core values and guiding principles. They share a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals.

Job Summary

This Job Role is responsible for the execution of proactive and reactive maintenance activities to ensure that services provided to Operators’ customers are continuously available and performing to Service Level Agreement (SLA) performance levels.

This Job Role is also responsible for receiving trouble reports from the Operator's Customer Care Center (or from the Operator's customer directly in some very specific cases), resolving them to the customer's satisfaction and providing meaningful status on repair and/or restoration activity to the Customer Care Center (or to the Operators’ customers). It is also responsible for customer-affecting problems detected by other processes or through analysis, including proactively informing the customer and resolving these specific problems to the customer's satisfaction.

Responsibilities & Tasks

• Customer Event Management
• Customer Incident Management
• Customer Problem Management
• Customer Order Handling
   

Position Qualifications

Core Competences:

• Knowledge of Managed Service Telecom Operations Practice
• Presentation & Communication skills
• Knowledge sharing
• Problem Solving & strategic thinking
• Ericsson Knowledge
• Language Skills
• Delivering Results & Meeting Customer Expectations
• Analyzing
• Working with People
• Following instructions & Procedures
• Applying Expertise & Technology

Preferred Qualifications & Experience Requirements:

• Problem solving and trouble shooting skills
• Good communication skills
• Cost awareness
• Social skills and awareness
   

APPLY NOW TO FOLLOWING LINK BELOW

https://jobs.ericsson.com/job/Tecnoparque-Customer-Problem-Management-Job-stage-4/236280400/

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