**About this opportunity**:We are now looking for a Call Center Agent to manage Software Support.The Call Center Agent is responsible to manage, configure and administrate tools, performance reporting and to support process management and contract management admin.In this role you will be the main entry point for all Emergency Customer Service Requests (tickets) and the responsibilities include to perform initial contract validation, set-up communication channels, build the tickets, engage Emergency Recovery Center, initiate the first emergency notification, assist with remote access, and provide language assistance.
**What you will do**:- Ensure all incidents, requests and issues are resolved or triaged and escalated to the correct teams for resolution.- Manage, configure, administrate tools and perform data administration on local level.- Manage performance reporting and assists local Customer Support organization in monitoring of ticket's progress.- Handle customer Emergency requests professionally.- Support process management ensuring adherence to Customer Support processes**You will bring**:Bachelor's DegreeEnglish: Good communication skills in verbal and writtenGood listening, verbal, and written communication skills.Good customer management.Strong customer interaction skills over the phoneExcellent data entry and typing skillsGood decision-making abilityProcess orientedIndependent, Self-disciplined skillsKnowledge retentionWorking well even under pressureAbility to handle stressful situation appropriately.Availability to work in 4x3 shifts (the department operates in a 24/7 shift structure)**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.