- Will NSA/CAPS approval be required? (E.g., accessing a US Customer Network?): Yes,Ensure NSA Vetting+ Drug Test (US) is completed during onboarding
- Role Type: Individual contributor
- Laptop - support with ordering needed: Yes
- Salary Range: US Annual Base Salary Range $ 107,982.61 - $ 177,400.00 *Plus, potential incentive/variable compensation for eligible roles
- Experience level: Experienced
As a Customer Support Specialist, you will play a critical role in providing technical support and ensuring customer satisfaction during the Care phase. You will troubleshoot, diagnose, and resolve complex technical issues while adhering to standard and emergency case handling processes. This role requires advanced analytical skills, strong customer relationship management, and continuous self-development to stay updated with Nokia's evolving portfolio. You will collaborate with internal teams, external vendors, and customers to ensure Service Level Agreement (SLA) compliance and high-quality performance.
Responsibilities
- Deliver 24x7x365 Care support services, including remote and on-site activities for Nokia products and solutions.
- Troubleshoot, diagnose, and resolve technical issues while ensuring customer information protection.
- Ensure SLA compliance and maintain KPI quality performance levels.
- Collaborate with tiered support levels and third-party vendors for issue resolution.
- Build and manage customer relationships, providing timely follow-ups and updates.
- Develop and maintain knowledge management articles, contributing to continuous improvement.
- Act as a mentor and advisor to less experienced personnel, providing leadership and training.
- Restore operational disruptions efficiently within committed SLAs as a Certified Emergency Engineer.
- Record time tracking accurately and ensure self-development aligned with Nokia's portfolio.
Qualifications
- Technical Expertise: Advanced analytical skills to solve complex problems and troubleshoot technical issues.
- Customer Relationship Management: Strong ability to build and maintain customer relationships.
- Knowledge Management: Experience in creating and reusing knowledge articles for process improvement.
- Leadership: Ability to mentor and train team members, providing professional guidance.
- Communication: Excellent communication skills for collaboration with internal teams, vendors, and customers.
- Adaptability: Continuous self-development to stay updated with Nokia's evolving portfolio.
- Process Compliance: Familiarity with SW services processes, policies, and tools.
- Emergency Response: Certified Emergency Engineer with experience in handling operational disruptions.
