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Nokia
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Customer Technical Advocate

Customer Technical Advocate

Nokia

8 - 13 years

7 - 11 Lacs

Gurugram

Posted:1 week ago| Platform:

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Skills Required

customer relationship emergency management relationship management troubleshooting network operations project management customer service program management client servicing customer retention customer focus customer support customer advocacy

Work Mode

Work from Office

Job Type

Full Time

Job Description

In this role, you will be the primary point of contact for Nokias Technical Support Service, specifically dedicated to an assigned customer. You will manage difficult situations and conflicts, ensuring customer satisfaction by providing effective communication on technical, operational, and quality-related issues.You will represent the customers interests within Nokia, ensuring that their concerns are addressed and that product release notes and alerts are effectively communicated. Additionally, you will provide guidance on upgrades and retrofits when necessary and support Emergency Management (EM) teams in handling outages.Your responsibilities will also include maintaining accurate information about customer networks in relevant databases, ensuring network health from a Support Service perspective, and keeping abreast of new product introductions (NPI) and rollout activities. You will work closely with Care Program Management (CaPM) to monitor customer satisfaction, contribute to sales opportunities, and provide technical expertise for process improvement.As part of your role, you will apply advanced analytical skills to solve complex problems, offer strategic recommendations, and guide internal teams with your business knowledge. You will be expected to mentor task forces and contribute to shaping the professional direction of your organizational unit.

EducationBachelors degree in Engineering, Computer Science, Telecommunications, or a related field.

Experience8+ years in technical support, customer service, or a similar role with experience in managing customer relationships and providing technical guidance.

Technical
Skills:

Strong understanding of network operations, troubleshooting, and support services.

Experience with technical guidance on upgrades, retrofits, and outage management.

Familiarity with product release notes, network health monitoring, and maintenance processes.

Knowledge of Emergency Management (EM) and related technical aspects.

Analytical
Skills:

Strong analytical abilities to identify and solve complex technical problems, and provide actionable recommendations to customers.

Communication
Skills:

Excellent interpersonal and communication skills for managing customer relationships and collaborating with internal teams.

Business AcumenKnowledge of how technical services integrate with overall business objectives and how to contribute to process improvement.

Leadership and MentorshipExperience in mentoring and leading teams, sharing knowledge, and guiding others in their professional development.

Tools and Methodologies

Familiarity with network management and support tools.

Knowledge of technical documentation, including product release notes and service level agreements (SLAs).

Experience with customer relationship management tools is a plus.

Customer EngagementAct as a key representative for the customer, ensuring clear communication on technical issues and helping to resolve complex challenges.

Conflict ManagementDevelop skills in managing difficult customer situations, addressing their concerns effectively, and resolving conflicts in a professional manner.

Technical LeadershipProvide technical guidance for upgrades, retrofits, and outage management, ensuring the customers needs are met with timely and efficient solutions.

CollaborationWork closely with cross-functional teams, including Care Program Management and Emergency Management, to support customer satisfaction and operational excellence.

Continuous LearningStay up-to-date with the latest product releases, network health updates, and emerging technologies to maintain your technical expertise.

Mentorship and LeadershipLead by example, mentoring team members and providing insights into best practices for managing customer support services.

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Customer Technical Advocate