As a Customer Support Specialist at Nokia, you will deliver exceptional care support services, ensuring seamless operations of our technologies and networks. You'll work with a team of technical experts to resolve issues both remotely and on-site, using your analytical skills to address technical challenges and meet service level agreements. Your role will enhance customer satisfaction and foster long-term relationships. At Nokia, you'll be part of a collaborative, innovative, and continuously developing culture, making a tangible impact in telecommunications.
- Deliver 24x7 customer support for complex network products and solutions, ensuring compliance with Service Level Agreements (SLAs)
- Troubleshoot and resolve technical issues, while maintaining high standards of customer confidentiality and service quality
- Collaborate with internal teams and 3rd party vendors to escalate and resolve complex issues efficiently.
- Build and maintain strong relationships with customers through effective case management and regular follow-ups
- Create comprehensive knowledge management articles and continuously improve support processes and documentation
- Provide leadership and mentorship to junior team members, fostering a culture of collaboration and knowledge sharing
- Monitor and analyze performance metrics, recommending improvements to enhance customer satisfaction and support operations
- Stay up-to-date with Nokia's evolving product portfolio to provide informed support and contribute to team development
You have:
- Engineer degree in Telecommunication, Computer, Software, Electrical Engineering, Information Technology, Computer Science, or equivalent experience
- Fluent English skills for effective communication and presentations
- Understanding of Mobile Networks, IP Networks, and Linux operating systems
- Experience with Implementation, Integration, Acceptance Tests, Operations & Maintenance, and Care for Telecommunications Products
- Strong knowledge of Mobile Core Telco protocols and call flows
It would be nice if you also had:
- Experience in Case Handling, including Emergency Support activities
- Familiarity with VMWare, OpenStack, Kubernetes, CBIS, CBAM, and NCS
- Experience with Subscriber Data Management systems such as HSS, Shared Data Layer, or UDM
- Knowledge of Protocol Analyzer Tools like Wireshark or Tektronics and message flow protocols
#LI-Hybrid
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.
