Job
Description
As a Technical Care Specialist, you will be the main point of contact for customers, providing Level 2 technical support for Nokia IP products. You will troubleshoot complex networking issues, collaborate with internal teams for resolution, and document solutions to improve support processes. With expertise in IP networking and troubleshooting tools, you will manage escalations, analyze root causes, and enhance customer experiences, offering opportunities for growth and leadership. You have: Bachelors degree in Engineering with 5 to 8 years of relevant work experience. Strong technical background in IP networking, protocols, and technologies on Nokia IP SR/SSR Products (SR Family products like 7750, 7210, 7250, 7220). Familiarity with IP networking protocols (MPLS, TCP/IP, DNS, DHCP, etc.). Experience with technical support tools, such as ticketing systems like Salesforce. It would be nice if you also had: Exposure to outages and critical issues, with the ability to involve the right resources and anticipate customer escalations. Contribution to Root Cause Analysis (RCA) and report creation. Experience with network troubleshooting tools (e.g., Wireshark and Tcpdump). Provide level 2 technical support for IP products, resolving complex customer issues and utilize technical expertise to troubleshoot and debug IP product issues. Resolve customer complaints and concerns in a professional, courteous manner, escalating issues to senior engineers or management. Develop and maintain in-depth knowledge of IP products, including features, functionality, and technical specifications. Create and update technical documentation, such as knowledge base articles, to share expertise with internal teams and customers. Work closely with cross-functional teams, including Pre sales, and product Support, to ensure seamless customer experience. Gather customer feedback and suggest process improvements to enhance technical support and customer satisfaction. Minutes regularly on customer interactions, issue resolution rates, and other key performance indicators (KPIs) . Stay up-to-date with customer on road maps, emerging technologies, and product updates to maintain technical expertise.
