Expoint – all jobs in one place
Finding the best job has never been easier
Limitless High-tech career opportunities - Expoint

Nokia Case Handling Specialist 
India 
755866192

Yesterday
Case Handling Specialist

As a Case Handling Specialist, you will be responsible for providing advanced technical product support within Care Service delivery in a 24x7 support environment. You will work to solve the complex troubleshooting tickets on the latest technology 4G/5G and Radio products. You will be the primary technical point of contact for customer support requests. Also, you will coordinate as the primary interface towards R&D for escalation of customer problems and their follow up till resolution. This requires good analytical and debugging skills with a proven ability to perform in a fast-paced environment and under time constraints while keeping attention to details.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN
  • You will contribute as the primary point of contact for customers experiencing technical difficulties.
  • Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level, and manages and builds customer relationships on a day-to-day basis.
  • Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
  • Perform initial diagnosis of incidents and apply existing knowledge to find solutions.
  • Collect logs using UTF, perform log analysis using available post-processing tools, and use advanced analytical skills to solve complex problems
  • Collaborate within the team as well as act as a coach towards the less experienced personnel, and may lead technical projects with manageable risks. Participate in Emergency duty 24x7 as per roaster and resolve critical incidents.
  • Participate in daily/weekly meetings within GSD and with Market & Customer teams to review the progress and enhance resolution efficiency.

You have:

  • B.E / B.Tech Engineer graduate in Telecommunication / Computer / Software / Electrical Engineering or equivalent course with 13+ years of relevant experience in Customer Technical support.
  • Resolves complex technical situations, including deployment support, software upgrades, audits, and network expansions.
  • Interact with customers for complex cases, providing workarounds and ensuring SLAs are met.
  • Experience in process requirements and ensure quick recovery for critical outages & tickets.
  • Experience in debugging issues using the standard logs (EMIL, Syslog, MACTTI, Wireshark).
  • Experience in Implementation, Integration, Acceptance Tests, O&M, and/or Care for Radio Products.
  • Experience in 3GPP standards/ORAN/Cloud RAN/vRAN. Experience in troubleshooting and testing in L1/L2/L3/RF/IODT domain.

It would be nice if you also had:

  • Usage of various log collection & processing tools. Any 3rd party certification – ex. RedHat, AWS.
  • Understanding in Case Handling, including Emergency Support activities.Involvement in Training delivery and knowledge content creation.

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

Join us and be part of a company where you will feel included and empowered to succeed.
Job Info
  • Job CategoryCustomer Services
  • Posting Date07/01/2025, 07:22 AM
  • LocationsNo. 23, Rajiv Gandhi Salai, Navalur, Chennai, Tamil Nadu, 600130, IN
  • Apply Before09/30/2025, 01:52 AM
  • Degree LevelBachelor’s degree
  • Job ScheduleFull time
  • Role TypeIndividual contributor
  • Job Identification

Similar Jobs