CPM Engineer
About this opportunity
CPM team is responsible to investigate and track complaints that impact the network services provided to end users according to the scope of the Managed Services Agreement. The CPM team is responsible for maintain the SLA for each complaint as described in ‘Annex 3’ of this document. CPM team is responsible for communicating status information about network incidents to the relevant stakeholders in addition to updating them about its resolution progress.
What you will do
The CPM process includes end user services configuration, provision and lifecycle management limited to user services only. All the other provisioning activities related to network to fulfill a demand for services would be catered in their respective areas.
Identifying and analyzing customer problems and issues related to products or services offered by the company.
Investigating and diagnosing problems reported by customers by gathering information and performing technical analysis.
Developing solutions to solve customer issues efficiently and effectively, while ensuring customer satisfaction.
Interacting with customers to provide technical support and assistance over the phone, email, or chat.
Coordinating with internal teams such, quality assurance, and product management to address customer issues and ensure timely resolution.
Maintaining accurate documentation of customer issues and resolution processes and providing regular updates to relevant stakeholders.
Conducting root cause analysis and creating reports to help identify recurring issues and improve overall product quality.
Participating in cross-functional teams to improve customer service and support processes and provide recommendations to senior management.
Staying up to date with industry trends and technologies related to customer problem management and customer support and making recommendations to improve processes and tools, providing guidance and mentoring to junior team members.
You will bring
Degree within Electrical Engineering / Telecommunication Engineering / Computer Science / Computer Engineering.
1-4 years of experience
Knowledge of Managed Service telecom operations practice
Additional Requirements
Knowledge sharing and collaboration skills
English skills
Delivering results & meeting customer expectations
Analyzing
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 never seen before solutions 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 nurture 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: Iraq (IQ) || Iraq : Baghdad : Baghdad
Req ID: 726444
CPM team is responsible to investigate and track complaints that impact the network services provided to end users according to the scope of the Managed Services Agreement. The CPM team is responsible for maintain the SLA for each complaint as described in ‘Annex 3’ of this document. CPM team is responsible for communicating status information about network incidents to the relevant stakeholders in addition to updating them about its resolution progress.
What you will do
The CPM process includes end user services configuration, provision and lifecycle management limited to user services only. All the other provisioning activities related to network to fulfill a demand for services would be catered in their respective areas.
Identifying and analyzing customer problems and issues related to products or services offered by the company.
Investigating and diagnosing problems reported by customers by gathering information and performing technical analysis.
Developing solutions to solve customer issues efficiently and effectively, while ensuring customer satisfaction.
Interacting with customers to provide technical support and assistance over the phone, email, or chat.
Coordinating with internal teams such, quality assurance, and product management to address customer issues and ensure timely resolution.
Maintaining accurate documentation of customer issues and resolution processes and providing regular updates to relevant stakeholders.
Conducting root cause analysis and creating reports to help identify recurring issues and improve overall product quality.
Participating in cross-functional teams to improve customer service and support processes and provide recommendations to senior management.
Staying up to date with industry trends and technologies related to customer problem management and customer support and making recommendations to improve processes and tools, providing guidance and mentoring to junior team members.
You will bring
Degree within Electrical Engineering / Telecommunication Engineering / Computer Science / Computer Engineering.
1-4 years of experience
Knowledge of Managed Service telecom operations practice
Additional Requirements
Knowledge sharing and collaboration skills
English skills
Delivering results & meeting customer expectations
Analyzing
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 never seen before solutions 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 nurture 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: Iraq (IQ) || Iraq : Baghdad : Baghdad
Req ID: 726444