The Customer Support Specialist delivers Care support services to customers including but not limited to 24x7x365, remote and on-site activities for product technology, solutions, and complex networks during Care phase. Complies to the standard and emergency case handling processes.
How You Will Contribute And What You Will Learn
- Troubleshoot, diagnose, and resolve complex technical issues, including emergency operational disruptions, while ensuring customer data protection and SLA compliance.
- Customer Engagement & Relationship Management by building and maintaining strong customer relationships, provide timely follow-up, and accurately document case information to ensure satisfaction and meet KPIs.
- Collaborate effectively with tiered support levels, 3rd party vendors, and internal service delivery teams to ensure comprehensive issue resolution.
- Apply best practices, contribute to knowledge management, and continuously improve SW services processes, policies, and tools.
- Leverage in-depth business and customer network knowledge to provide strategic input and recommend product/solution improvements to internal groups.
- Advanced Analytical Problem Solving & Continuous Development by Utilize advanced analytical skills for non-routine problem-solving and commit to continuous self-development, staying current with Nokia's evolving portfolio.
Key Skills And Experience
Must have:
- Holds a Bachelor's in Engineering with 4-12 years of system administration experience, demonstrating a service and customer-oriented approach, with the ability to multitask and travel as required.
- Possess hands-on experience with Assurance Products (NAC, UiV, NPM, SQM), Kubernetes, Redhat OCP, VMware, AWS, and EKS, coupled with strong troubleshooting skills across system, fault, configuration, performance management, and 2G/3G/4G/5G network integration issues.
- Capable of remote case handling, software change management, emergency ticket resolution, RCA investigation, and supporting 24x7 shift operations, demonstrating strong problem-solving and organizational skills.
- Exhibit excellent logical and analytical understanding, strong verbal/written communication, adaptability, a willingness to learn and share knowledge, and a commitment to teamwork and process orientation.
Good to have:
- Experience in OS like Linux, Windows & Scripting using Shell.
- Experience in RDBMS like Oracle, MariaDB, Postgress and Neo4j
- Basic understanding of Telecom & IP Network
About Us
About Nokia
Join us in creating the technology that helps the world act together.We are a B2B technology innovation leader, pioneering networks that sense, think and act™, putting the world’s people, machines and devices in sync to create a more sustainable, productive and accessible future.Learn more about life at Nokia .
About The Business Group
In Cloud and Network Services, as Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia .
About The Team
Some of our benefits:
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
