Nokia Customer Technical Advocate 

India 

281909804

• Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions. (Note : CTCA is a dedicated role, EG only for customer(s) that is assigned to)• Represents customer (interests) within Nokia for Technical Support Service activities.• Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer.• Provides analysis of product release notes and alerts to the customer.• Provides technical guidance for upgrades / retrofits, if within the scope of SWS.• Supports Emergency Management (EM) team in technical aspects of outage management.• Maintains information about customer network in relevant databases.• Supports Care Program Management (CaPM) from a technical stand point.• Is responsible along with / Coordinates with Care Program Management (CaPM) for customer satisfaction.• Keeps aware of network health from SWS perspective.• Keeps technically abreast with NPI and rollout activities of the customer.• Keeps aware of tendering negotiations (SWS scope) for the customer. Can make suggestions or raise concerns.• Shares sales opportunities with Care Program Management (CaPM) or Sales.• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues contributing to improve products or services.• Has business knowledge and uses understanding of how relevant areas integrate to achieve objectives.• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.• Shares initial ideas for professional direction of own organisational unit.• Acts as a professional advisor and mentor for workteam / taskforces.

Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindsetManagement experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.

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