Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.
As an SME(tier-3), candidate is the intermediate engineer and level of support between customer team and RnD. Candidate should be communicating close to customer (with or without RnD engagement) and be part of a team environment with the NAM support team.
- Customer ticket handling using tools like Salesforce, Jira, etc.
- Communication to customer.
- Engagement and collaboration with R&D.
- Collaboration with Nokia Delivery team for new deployment and issues on NPI or pre-care phases.
- Work on the CMG SME shift using follow the sun model.
- Ensure labs are up-to-date.
- Working on team environment.
- Continuous training on new CMG features and Nokia trainings/certifications.
- Bachelor’s degree in Computer Science or Telecommunications, Master’s degree is a plus.
- Typically 9 years experience and Customer support experience
- IP routing certification, CCNP, SRS
- Kubernets certifications/experience in infrastructure and deployments like NCS, Openshift, or AWS
- Packet Core experience including call flows in 4G or 5G
- Lab simulation experience
- Hands on with Nokia’s CMG is plus
- Team collaboration and communication in native and English fluent proficiency.
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.
