Customer Support Specialist

As a Customer Care Support Specialist at Nokia, your core mission is to serve as a trusted technical interface to customers deploying Nokia's Fixed Networks Access products. You will be responsible for providing world class post-sales technical leadership to our client base. Working directly with customers, you will be the subject matter expert on the Nokia Fixed Networks products and solutions and will establish and maintain strong relationships throughout the customer's lifecycle. This role requires a balance of product knowledge, remote diagnostic experience, excellent judgment, a strong desire to "solve" the problem, and an ability to continually learn.

We are looking for highly motivated, responsible, high caliber engineers who like to know how things work and are excited to eliminate problems in customer networks. Aptitude and attitude are more important than meeting specific experience criteria.

• Serve as the primary technical resource for Nokia customers deploying the Fixed Networks product portfolio with an overall objective to ensure/improve the overall customer experience.
• Provide timely interaction with customers and internal teams requesting support by handling customer cases (tickets) as the single point of contact for the customer and managing incidents/outages within the defined customer SLA's. Provide proper escalations to adjacent Nokia support organizations of key issues.
• Perform initial diagnosis of incidents and perform diagnostic testing and troubleshooting to isolate faults within the Nokia components; Provide issue resolution/outage neutralization.
• Take ownership of post-sales technical issues, working with cross-functional teams to document incident/problem resolution steps and troubleshooting procedures.
• Function as the frontline technical resource for customer "best practices" and customer questions
• Take ownership of post-event Root Cause Analysis. Developing Post-Mortem/RCA documentation and effectively communicating post-event analysis & recommendations to the customer.
• Engage with product management, regional business centers, and engineering support as a customer advocate to ensure speedy resolution of customer issues and influence product roadmap

You have:

• B.S. Computer Science or equivalent educational experience.
• 7+ years of experience as a post sales engineer for a networking company, relevant software vendor, or as a network engineer for a large enterprise or service provider.
• Strong technical background with a demonstrated aptitude for picking up new technology with ease.
• Standout 'customer first' attitude
• Strong verbal and written communications skills with a focus on developing technical documentation and communicating highly technical material effectively to customers.
• Excellent analytical & problem-solving skills, combined with the ability to provide quick resolution to problems
• Ability to meet assigned timelines with high-quality, complete deliverables in unsupervised, sometimes remote situations
• Availability of Support: On-call/EME Support 24*7

It would be nice if you also had:

• M.S. degree in Computer Science or equivalent educational experience
• Experience with Linux/UNIX operating systems.
• Layer 2/Layer3 IP/MPLS protocols knowledge and experience.
• Scripting (SQL/PERL/Python/Shell) and/or development experience.
• An ability to thrive in a high-pressure multi-tasking environment, doesn't let anything slip through the cracks and can adjust priorities on-the-fly
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• An ability to work well in teams providing strong, relevant input and allows ideas from others to be shared and used when appropriate

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

• Corporate Retirement Savings Plan
• Health and dental benefits
• Short-term disability, and long-term disability
• Life insurance, and AD&D - Company paid 2x base pay
• Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child)
• Paid time off for holidays and Vacation
• Employee Stock Purchase Plan
• Tuition Assistance Plan
• Adoption assistance
• Employee Assistance Program/Work Life Resource Program