【爱立信招聘】熟练使用印尼语Support Services Specialist

爱立信中国

Job Title
Support Services Specialist

Purpose of Job role
Provide dedicated first line support to customers who include internal endusers, Ericsson suppliers and Ericsson customers for the services delivered bythe Shared Services and global units. This requires receiving and registeringinquiries, solving them or referring to the relevant secondary support team. Theresult is resolved inquiries allowing freed-up time and thereby higherproductivity for the customer.

Potential Job Role Performance Metrics
SLA measurement; Customer satisfaction rating, First-line resolution, Ticketsper FTE, Tickets reopened, Calls abandoned, Tickets dispatched.  KCS Solution Quality Index

Tools &Resources
Solidus, ServiceNow,Service Management Platform (SMP), Concur, Ericsson Buyer, SAP, Gordon,Customer Service Portal

Behavioral Competences

Adapting& Responding to Change, Analysing, Delivering Results & MeetingCustomer Expectations, Planning & Organising, Relating & Networking,Working with People.

Applicableprocess connected to Job Role

SSO Support Services

Qualifications and Experience

Adegree in Finance, Accounting, Business Administration, IT or the equivalentexperience.

Fluent Indonesian is necessary.

Handle  inquires	Receive  inquiries by email	Receive  inquiries by portal	Receive  inquiries by phone	Log  ticket	Dispatch  or resolve ticket according to work instructions
	3-6	3-6	3-6	3-6	4-6
Manage  inquiries	Check  agent dashboard every day to monitor ticket status	Follow-up  pending tickets	Prioritize  high severity or escalated tickets	Report  big issue with high impact to manager
	3-6	4-6	4-6	5-6
Execute  in processes, services and scope	Plan for and introduce  decided changes	Train, guide and instruct  team members in new procedures	Supervise execution of  new procedures	Register performance and  compliance issues
	5-6	6	6	6
Monitor & analyze team’s performance	Check  and secure all tools/applications are working properly	Monitor  ticket/call volume and remind manager to adjust resouces if necessary	Check  ticket quality and Solidus report on regular basis	Handle  business esclations and complaints
	5-6	6	6	6
Provide support or  perform tasks in proj	Understand  the purpose of team projects	Provide  necessary support as required	Perform  assgined task as required	Summarize  and share project experience	Lead a  project
	5-6	5-6	5-6	6	6
Initiate  improvement activities	Indentify  performance gaps towards targets and assist manager to initiate improvement  activities
	6

CV Receiver： 1610238165(AT) QQ.C0M