Nokia Customer Support Specialist 

India 

489921627

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.• Has in-depth 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 staff / workteam / taskforces.• Provides working leadership and training to less experienced personnel.• Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).• Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.• Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.• Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.• Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.• Creates ‘complex’ and reuses knowledge management articles.• Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.• Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed.• Provides SW support to service delivery teams, as needed.• Records time tracking accurately.• Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.

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