Technical Support Operator



Ericsson is a world leader in the rapidly changing environment of communications technology – providing equipment, software and services to enable transformation through mobility. Technology is at the heart of our business. Ericsson engineers, researchers and scientists around the world are working on what’s next in information, communications and telecommunications (ICT).

A connected world is just the beginning. Your passion determines what comes next Apply your ideas and insights to empowering people, business and society. Job Purpose: NBN is a wholesale provider of broadband access through its level two networks, predominantly to retail service providers (RSPs).

These RSP’s on sell internet access to both residential and business customers. Ericsson are contracted to provide NBN a full “Managed Service” for the Fixed Wireless and Satellite Technologies. These technologies deliver broadband service to Rural and Remote areas across Australia currently servicing approximately 280K customers with the footprint expanding daily.

The Ericsson Support Center team provides the on the day operational support service for End User Activation and Assurance of these customers. As a Technical Support Operator, you will work with Ericsson’s partners in meeting Customer expectations in relation to delivery of service. You will be involved in activities ranging from Data Entry to Call Handling to Problem Resolution for both activations and assurance service functions.

As a Technical Support Operator, you will be assigned to different service tasks that deliver the ‘Daily Activation and Assurance Services’. You will be part of a cross functional team providing services to both our customer NBN and to our 3rd party delivery partners. The team is a unique operational model consisting of a combination of services that would normally be seen in either a call center or a support Centre.

Ericsson Support Centre is an integral component of our customers’ success, we believe our customers’ success creates our success. The high-level services provided by the team are as follows: - Activations -Technical phone support for installers in the field to facilitate successful activation of the new installed service on the day at an End User premises Assurance- Triage and processing of assurance tickets raised by RSP’s on behalf of End Users. Providing phone support on the day for assurance jobs assigned to installers Data Loading of both activation & assurance appointments for Fixed Wireless site visits Working with Ericsson support teams to resolve higher level technical issues.

Providing support to Delivery Partners for appointment processing and scheduling On the day jeopardy management for scheduled appointments Key Duties and Responsibilities include: Familiarity with CRM systems & practices 1st level customer complaint handling Analysis and Trending of customer faults & correlation with network even.

Ericsson ANZA
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18 Nov 2019


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