Service Support Specialist

Ericsson; Nampa (ID); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Annual bonus

401(k) match

Health benefits with HSA

Paid time off

Parental leave

Job summary

Ericsson is seeking a Service Support Specialist based in Nampa, ID, with a hybrid schedule. The role collaborates with distributors, partners, customers, and Sales teams to manage inquiries and resolve account issues across the Americas.

The position requires experience in technical/customer support, CRM/ERP usage, and strong communication skills in English, with a focus on accuracy and process improvements in a dynamic environment.

Qualifications

• 1+ years of experience in technical support, client support, or account management, handling high-volume inquiries via email and phone.
• 1+ years of experience using CRM tools (such as Salesforce) and ERP systems (such as Microsoft Dynamics AX / DAX) for case management and account tracking.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams), Microsoft Dynamics AX (DAX), and Salesforce.
• Strong verbal and written communication, interpersonal, and presentation skills in English.
• Excellent organizational skills and attention to detail.
• Demonstrated ability to manage complex tasks and balance competing priorities to meet deadlines.
• A results-focused mindset with the ability to work independently and take initiative.
• Strong problem-solving skills with the ability to adapt and collaborate effectively in a team environment, sharing information openly and supporting colleagues' growth.
• Sound judgment, decision-making ability, and discretion when handling sensitive information.
• Comfort receiving direction from multiple stakeholders across the organization.

Responsibilities

• Deliver exceptional customer service by maintaining consistent availability for customer emails and phone calls.
• Ensure customer inquiries are handled promptly, efficiently, and accurately by connecting them with the appropriate internal contacts.
• Assist in troubleshooting and resolving account data issues to keep customer accounts compliant and functioning effectively.
• Collaborate with distributors, partners, customers, and sales teams to gather information and resolve licensing or device-related data irregularities.
• Prioritize and manage multiple tasks simultaneously while maintaining a high level of accuracy.
• Identify and recommend process improvements to enhance the overall customer service experience.
• Maintain detailed case management records using CRM tools.
• Follow established best practices to protect the integrity of customer accounts.

Skills

Technical support

Communication skills

Organization

Multitasking

Problem solving

Team collaboration

Data confidentiality

Tools

Salesforce

Microsoft Dynamics AX/DAX

Microsoft Office Suite

Job description

Grow with us Ericsson Inc. does not sponsor U.S work authorizations for this job position including U.S. immigration filings for initial and/or change of employer paperwork for H-1's, H-1B1's, E-3's, O-1's, and TN's. Ericsson also does not hire F-1's working on CPT or EAD for this position. This role is a hybrid position with the expectation to work onsite (3) three days a week in the Ericsson office located in Nampa, ID and relocation is not offered for this position.

About this opportunity The Service Support Specialist will collaborate closely with distributors, partners, customers, and Sales teams to collect, provide, and process information in response to inquiries, concerns, and requests related to customer account issues.

Based in Nampa with a hybrid schedule, this full-time role serves as a key communication link --- both internally and externally --- for account-related matters across the Americas.

If you thrive on responsibility, enjoy a collaborative environment, and find satisfaction in solving problems every day, this could be a great fit.

What you will do

• Deliver exceptional customer service by maintaining consistent availability for customer emails and phone calls
• Ensure customer inquiries are handled promptly, efficiently, and accurately by connecting them with the appropriate internal contacts
• Assist in troubleshooting and resolving account data issues to keep customer accounts compliant and functioning effectively
• Collaborate with distributors, partners, customers, and sales teams to gather information and resolve licensing or device-related data irregularities
• Prioritize and manage multiple tasks simultaneously while maintaining a high level of accuracy
• Identify and recommend process improvements to enhance the overall customer service experience
• Maintain detailed case management records using CRM tools
• Follow established best practices to protect the integrity of customer accounts

The skills you will bring

• 1+ years of experience in technical support, client support, or account management, handling high-volume inquiries via email and phone
• 1+ years of experience using CRM tools (such as Salesforce) and ERP systems (such as Microsoft Dynamics AX / DAX) for case management and account tracking
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams), Microsoft Dynamics AX (DAX), and Salesforce
• Strong verbal and written communication, interpersonal, and presentation skills in English
• Excellent organizational skills and attention to detail
• Demonstrated ability to manage complex tasks and balance competing priorities to meet deadlines
• A results-focused mindset with the ability to work independently and take initiative
• Strong problem-solving skills with the ability to adapt and collaborate effectively in a team environment, sharing information openly and supporting colleagues' growth
• Sound judgment, decision-making ability, and discretion when handling sensitive information
• Comfort receiving direction from multiple stakeholders across the organization

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world's toughest problems. You´ll be challenged, but you won't be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

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 [e-mail].

Warehouse Operations Compensation and Benefits at Ericsson

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

• 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.
• For California employees, we offer a subsidized HMO option through Kaiser.
• Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage.

Your Financial Security

• 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

• 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.
• 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, mobile therapy, and volunteer paid time off.

Primary country and city: United States (US) || Nampa (Country/ City)

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.