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.
- Command of Microsoft Office applications (Excel and PowerPoint is a must, other apps a plus)
- Microsoft Power Apps, Power BI, Tableau, any of these is a plus.
Why join Ericsson
At Ericsson, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll 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.
Would you like to take a tour to
Life at Ericsson MEA, visit short video https://youtu.be/3_O_MTt0PAYsi=HnqI4J3gpj2papL_
Encouraging a diverse an inclusive organization is core to our values at Ericsson, that's why we champion 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.
Primary country and city: Egypt (EG) || Cairo
Job details: Support Coordinator
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