Support Services Agent Spanish&Italian Speakers

At Ericsson you’ll have a unique opportunity. The chance to use your skills and imagination to push the boundaries of what’s possible. To create never-seen-before solutions to some of the world’s toughest problems. You’ll be challenged. But you won’t be alone. You’ll be part of a team of like-minded innovators, all driven to go beyond the status quo to build what comes next. At Ericsson you can be an explorer, a change maker and a force for good.

Role Description
Shared Services Organization (SSO) Support Services is the first line support for various business functions supported by the SSO. Support Services works in a contact center environment.
The role of the Support Services agent is to:
• Provides 1st line support for internal and external customers via phone, email or web portal using a ticketing tool to communicate
• Receive, pre-analyze, categorize and describe the incident, and if the agent has sufficient knowledge and/or authorization, also solve it in 1st line otherwise the ticket is dispatched to additional support groups
• Answer “How-to questions” for specific Ericsson systems and/or processes

Qualifications
• University Degree
• 1-2 years working experience in a fast-paced Contact Center/Helpdesk environment is preferred
• Customer-service mindset; thrives on providing excellence in service
• Strong computer knowledge
• Basic ability to adapt to change, strive for improvements and eager to learn new working processes, methods, etc.
• Ability to perform well in a team environment
• Excellent in verbal and written Spanish language and English language skills is required (Testing for proficiency will be performed)
• Flexible to work hours as needed in a 24x5 operation in the future
• Willing to work holidays and weekends if necessary
• Willing to work overtime when necessary
• Experience handling customer contacts through multiple channels (i.e. email, chat, phone, web requests) using case management (i.e. ticketing tool) software is preferred