As a Customer Support Specialist at Nokia, you will be pivotal in delivering exceptional care support services to our clients, ensuring seamless operations across our complex product technologies and networks. You will collaborate closely with a diverse team of technical experts, gaining insights into customer needs while actively resolving issues both in remote and on-site settings. In this dynamic environment, you will utilize your analytical and troubleshooting skills to diagnose and address a variety of technical challenges, ensuring compliance with service level agreements. Your role is crucial in enhancing customer satisfaction and fostering long-term relationships. Working at Nokia means being part of a culture that thrives on collaboration, innovation, and continuous development, enabling you to make a tangible impact in the telecommunications industry.
Responsibilities
- Deliver 24x7 customer support for complex network products and solutions, ensuring compliance with Service Level Agreements (SLAs).
- Troubleshoot and resolve technical issues, while maintaining high standards of customer confidentiality and service quality.
- Collaborate with internal teams and 3rd party vendors to escalate and resolve complex issues efficiently.
- Build and maintain strong relationships with customers through effective case management and regular follow-ups.
- Create comprehensive knowledge management articles and continuously improve support processes and documentation.
- Provide leadership and mentorship to junior team members, fostering a culture of collaboration and knowledge sharing.
- Monitor and analyze performance metrics, recommending improvements to enhance customer satisfaction and support operations.
- Stay up-to-date with Nokia's evolving product portfolio to provide informed support and contribute to team development.
Qualifications
You have:
- Engineer degree in Telecommunication, Computer, Software, Electrical Engineering, Information Technology, Computer Science, or equivalent experience
- Fluent English skills for effective communication and presentations
- Understanding of Mobile Networks, IP Networks, and Linux operating systems
- Experience with Implementation, Integration, Acceptance Tests, Operations & Maintenance, and Care for Telecommunications Products
- Strong knowledge of Mobile Core Telco protocols and call flows
It would be nice if you also had:
- Experience in Case Handling, including Emergency Support activities
- Familiarity with VMWare, OpenStack, Kubernetes, CBIS, CBAM, and NCS
- Experience with Subscriber Data Management systems such as HSS, Shared Data Layer, or UDM
- Knowledge of Protocol Analyzer Tools like Wireshark or Tektronics and message flow protocols