Service & Incident Support Specialist

Ericsson

Shah Alam

In loco

MYR 60.000 - 90.000

Tempo pieno

3 giorni fa

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Descrizione del lavoro

Ericsson is looking for a Service Support Specialist in Shah Alam, Malaysia. The role focuses on organizing and completing proactive and reactive maintenance activities to ensure services meet SLA standards.

You will manage customer problem management, helpdesk, and field dispatch while coordinating with the Customer Care Centre to resolve issues efficiently and maintain high customer satisfaction. Key tasks include assigning field work orders, driving incident management, tracking progress, and

Competenze

Experience in incident management environments.
Familiarity with call center operations and customer care processes.
Knowledge of ITIL-based incident and problem management.
Ability to coordinate field dispatch and spare parts logistics.
Strong communication and incident tracking skills.

Mansioni

Coordinate and manage Customer Problem Management, Helpdesk, and Field Dispatch.
Communicate with the Customer Care Centre to resolve issues to customer satisfaction.
Assign and manage work orders for field personnel to optimize utilization.
Initiate and drive customer incident management, supporting resolution.
Track and update customer incidents and problems with status reports.
Handle logistics for spare parts coordination, from locating to updating work orders.