Qualifications

• Advanced analytical skills for troubleshooting complex technical issues.
• Strong customer relationship management abilities.
• Experience in creating and managing knowledge management articles.
• Leadership skills to mentor and train team members effectively.
• Excellent communication skills for cross-collaboration.
• Commitment to continuous self-development to align with Nokia's evolving technologies.
• Familiarity with software services processes, policies, and tools.
• Certified Emergency Engineer, capable of addressing operational disruptions.

Responsibilities

• Provide 24/7 Care support services for Nokia products and solutions.
• Diagnose and resolve technical issues while ensuring customer information protection.
• Ensure compliance with service level agreements and maintain quality performance indicators.
• Collaborate with different support tiers and third-party vendors for issue resolution.
• Build and manage customer relationships with timely communication and updates.
• Contribute to knowledge management by developing and maintaining articles.
• Mentor less experienced colleagues, offering training and guidance.
• Efficiently restore operations during disruptions as a Certified Emergency Engineer.

Benefits

• Opportunity for continuous professional development and training.
• Access to a collaborative work environment with internal teams and external vendors.
• Exposure to a diverse range of technical challenges and solutions.
• Participation in shaping and improving customer service processes.
• Engagement with cutting-edge technologies in a dynamic industry.