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Ericsson · 2 weeks ago

Technical Support Specialist I

Boise, ID

Full-time

Hybrid

New Grad, Entry Level

Ericsson is a global leader in telecommunications and technology solutions, and they are seeking a Technical Support Specialist I. In this role, you will provide essential support to customers, addressing inquiries and troubleshooting issues while contributing to the knowledge base and overall customer satisfaction.

Information TechnologyInternetMobileTelecommunications

No H1B

Responsibilities

Respond promptly to customer inquiries via phone, chat & digital cases

Create & maintain case management records using a CRM

Provide front line support to customers and partners

Curate knowledge base articles to foster customer self-help tools available online

Recommend enhancements to Ericsson Products and Services that would improve the serviceability and operation of our offerings

Regularly provide feedback on the soundness and effectiveness of the department’s policies and procedure

Maintain a high standard of customer satisfaction

Support maintains an opt-out model for company recognized holidays

Qualification

Technical troubleshootingCRM software proficiencyCustomer service skillsKnowledge base managementCommunication skillsInterpersonal skillsOrganizational skillsPresentation skillsSelf-motivatedDetail-oriented

Required

Excellent communication skills

Excellent interpersonal skills

Excellent organizational skills

Excellent presentation skills

Self-motivated

Detail-oriented

Well organized

Ability to interact with customers to collect, provide, and process information

Ability to provide basic technical troubleshooting

Ability to recommend resolutions to customers

Experience in creating and/or modifying knowledge article solutions

Experience in maintaining case management records using a CRM

Ability to provide front line support to customers and partners

Ability to curate knowledge base articles

Ability to recommend enhancements to products and services

Ability to provide feedback on policies and procedures

Ability to maintain a high standard of customer satisfaction

Benefits

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.

401(k) plan has a 4% company match and immediate vesting.

Company-paid employee basic life and AD&D insurance and company-paid disability benefits.

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.

Up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.

Comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.