Support Coordinator
5 months ago
**Join our Team**:
**About this opportunity**
Join our dynamic team as a Support Coordinator at Ericsson to ensure efficient and timely customer support. In this role, you will assist in managing, administering, and configuring customer support tools, as well as reporting on performance metrics. As a primary contact point for Emergency CSRs, you'll be responsible for initial contract validation, communication regulation, and language assistance. Additionally, engagement with the Emergency Recovery Centre and initiation of the first emergency notification will also fall under your purview. Your contribution to Hardware Material Management will be instrumental in achieving our operational goals.
**What you will do**
- Be able to work according to 24/7 rotational shifts (morning & night shifts, 12 hours/shift, 4 days on, 4 days off)
- Receive emergency calls from 60+ mobile operators around Middle East and Africa
- Engage global support for emergencies and hot cases.
- Send notifications, mails, and SMSs to different stakeholders regarding emergencies and hot cases.
- Handle multiple administrative tasks as assigned or requested by management and customers (mobile operators)
- Updating operational trackers with all handled tasks
- Prepare, send, and present reports that show customer support performance, some are Microsoft Excel complex reports.
- Order management when it comes to hardware support (parts allocation, order updates on system, managing shipments, handling delivery data,)
- Speak up when it comes to anything that would impact our business or would enhance day to day operations.
- Additional responsibilities are being assigned according to business need.
The skills you bring
- Good knowledge in telecom network architecture, call flows, and IP networking
- Education: Engineering bachelor’s degree, or relevant technical bachelor’s degree
- Minimum experience (2-5 years)
- English fluency is a must with good communication and presentation skills, French is a plus.
- Good Ericsson customer support experience/awareness
- Telecom operations experience is preferred (NOC/SOC/NMC)
- Willing to learn and able to function properly in a tough organization with tight SLAs.
- Microsoft Power Apps, Power BI, Tableau, any of these is a plus.
**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.
**What happens once you apply?**
Click Here to find all you need to know about what our typical hiring process looks like.
**Primary country and city**: Egypt (EG) || Cairo
**Job details**: Support Coordinator
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