Job
Description
As a Customer Services (CS) Care (CAR) representative at Nokia, you will play a crucial role in supporting customers and internal stakeholders with technical and non-technical assistance. Your responsibilities will include troubleshooting, diagnosing, and resolving technical issues reported by customers to ensure high levels of customer satisfaction and compliance with Service Level Agreements (SLAs). In this role, you will work independently within established guidelines, leveraging your specialist knowledge, analytical skills, and practical experience to solve complex problems and contribute to process improvements. You will provide training to less experienced personnel and collaborate with additional support levels as needed, including 3rd party vendors. Moreover, you will develop a deep understanding of customer networks, recommend product improvements, and maintain strong customer relationships on a daily basis. Key Responsibilities: - Troubleshoot, diagnose, and resolve technical issues reported by customers - Ensure compliance with Service Level Agreements (SLAs) and maintain high-quality performance levels - Collaborate with additional support levels and 3rd party vendors for issue resolution - Recommend product and solution improvements to internal product groups - Manage and build customer relationships on a day-to-day basis - Create and reuse knowledge management articles - Contribute to the continuous improvement of SW services processes, policies, and tools - Efficiently restore operational disruptions within committed SLAs - Provide SW support to service delivery teams - Maintain accurate time tracking records - Stay updated on evolving Nokia portfolio and new products and releases Key Skills and Experience: - Impact: Accountable for quality, accuracy, and efficiency with short-term and departmental/project impact - Scope & Contribution: Demonstrates initiative, acts independently, and makes decisions affecting own work - Innovation: Shares knowledge, raises innovative ideas, and demonstrates adaptability to changing environments - Communication: Works to influence others, conducts briefings with senior leaders, and negotiates operational issues - Knowledge & Experience: 3-5 years of directly related experience and a graduate equivalent degree Join Nokia, a company committed to innovation and technology leadership, and be part of a diverse and inclusive culture where you can thrive, grow, and make a positive impact on people's lives. Enjoy continuous learning opportunities, well-being programs, mentoring support, and the chance to work in highly diverse teams. Nokia values inclusion and is an equal opportunity employer, fostering a culture of respect and empowerment.,
