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Service Support Specialist SME


Location: Remote - AU/NZ only

Job Type: Full time


Our Great Opportunity:

As a Service Support Specialist, you will work with Ericsson’s partners in meeting customer expectations in relation to the delivery of service. You will be involved in activities ranging from Data Entry to Call Handling to Problem Resolution for both activations and assurance service functions.

As a Service Support Specialist, you will be assigned to different service tasks that deliver the ‘Daily Activation and Assurance Services’. You will be part of a cross-functional team providing services to both our customer NBN and our 3rd party delivery partners. The team is a unique operational model consisting of a combination of services that would normally be seen in either a call centre or a support Centre. Ericsson Support Centre is an integral component of our customer’s success, we believe our customer's success creates our success.

In this role you will:

  • Manage the team of agents rostered on the shift ensuring all the service functions are being actively managed to meet daily targets
  • Provide feedback and support for any operational issues the agents can’t handle and be available to assist as and when needed.
  • Supporting the team with technical difficulties on the day and helping facilitate the successful connect and assure onsite
  • Trend analysis or pattern analysis
  • Governance and partnering – Make sure you are attending the meeting that you have been involved in and following on the agenda and any action. Action closure rate – on time
  • Operationalization of Projects.
  • EU escalation management - Handle customer issues to keep senior managers and customers informed.
  • Identify areas of focus for the shift that day and actions to implement improvement
  • Monitor and mentor agents against their performance and provide feedback based on their critical metrics.
  • Handle customer issues to keep senior managers and customers informed

As an ideal candidate, you will have:

  • Minimum of 2 years experience as a Team Manager or a similar position
  • Strong analytical, problem-definition & resolution skills for problem-solving
  • Strong phone contact handling skills and active listening (Telephone Etiquette)
  • Good communication and presentation skills (verbal & written)
  • Strong team contributor
  • Ability to follow operational procedures, guidelines and policies
  • Ability to multi-task, prioritize, and manage time effectively
  • Ability to work on a rotating shift basis with flexible roles & responsibilities
  • ITIL Foundation Certificate preferred

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 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 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.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive 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 and Affirmative Action employer, learn more. We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to Contact us.

We are proud to announce at Ericsson Australia, our employees have once again voted us as a Great Place to Work® and we have been officially Certified™ in 2022. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.

Ericsson Australia Employee Benefits

  • Wellness: Ericsson Australia offers a variety of programs crafted to support your physical and emotional wellbeing
  • Paid Time Off: We encourage all employees to switch off to recuperate and recharge through paid time off.
  • Work Conditions: Looking to find better work / life balance? Speak to us about flexible work arrangements**
  • Employee Discounts: We offer employees access to discounted health insurance, groceries and entertainment through our partner providers.
  • Employee Development: Working at Ericsson gives you access to Degreed, an integrated learning platform where you can learn, upskill, develop and measure your skills.
  • Awards: Ericsson values dedication, and we regularly recognize employee commitment through award programs i.e. service awards and peer recognition