We are seeking a dedicated and dynamic Support Engineer to join our innovative team. In this role, you will provide data-driven solutions to customer-reported problems in alignment with established processes and contracted Service Level Agreements. Focusing on fault prevention, identification, resolution, and stabilisation, you will expand your knowledge of our products, solutions, customer networks, and emerging technologies. With increasing experience, you'll take on a more instrumental role in handling operational and technical issues for our valued customers, specific solutions, or domains.
What you will do:- Own Customer Service Requests, managing them from contract validation, through issue resolution.
- Play an active role in emergency situations to ensure timely restoration of customer networks.
- Oversee SLA and KPI performance, driving enhancements through consultative approaches to ensure customer satisfaction and contractual fulfillment.
- Conduct data-driven support, assisting in the prevention of service or performance degradation for our customers.
- Plan and execute contracted software implementations in customer networks, maintaining functionality and efficiency.
- Implement appropriate corrective actions in the event of unsuccessful software loading.
The skills you bring:- Customer Problem Management.
- Change and Improvement Management.
- Preemptive support competence.
- CS Portfolio competence.
- Data Analysis.
- Negotiation.
- Customer Success.
- Machine Learning.
- Customer Relationship Building.
- CSR Handling Process.
- Trade Compliance.
- Knowledge Transfer and Reuse.
- Knowledge Sharing and Collaboration Skills.
- Release and change management.
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 solutions never seen before 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 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 Employer. learn more.
Primary country and city: Egypt (EG) || Cairo
Req ID: 758104