In this role, you will be the primary point of contact for Nokia’s 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 customer’s 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.
How You Will Contribute And What You Will Learn
- Customer Engagement: Act as a key representative for the customer, ensuring clear communication on technical issues and helping to resolve complex challenges.
- Conflict Management: Develop skills in managing difficult customer situations, addressing their concerns effectively, and resolving conflicts in a professional manner.
- Technical Leadership: Provide technical guidance for upgrades, retrofits, and outage management, ensuring the customer’s needs are met with timely and efficient solutions.
- Collaboration: Work closely with cross-functional teams, including Care Program Management and Emergency Management, to support customer satisfaction and operational excellence.
- Continuous Learning: Stay up-to-date with the latest product releases, network health updates, and emerging technologies to maintain your technical expertise.
- Mentorship and Leadership: Lead by example, mentoring team members and providing insights into best practices for managing customer support services.
Key Skills And Experience
- Education: Bachelor’s degree in Engineering, Computer Science, Telecommunications, or a related field.
- Experience: 8+ 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 Acumen: Knowledge of how technical services integrate with overall business objectives and how to contribute to process improvement.
- Leadership and Mentorship: Experience 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.
About Us
Come create the technology that helps the world act together
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work
What we offer
Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:
- One of the World’s Most Ethical Companies by Ethisphere
- Gender-Equality Index by Bloomberg
- Workplace Pride Global Benchmark
At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s 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.Join us and be part of a company where you will feel included and empowered to succeed.
