Nokia Customer Technical Support Advocate Optics 

Turkey 

823069954

• Represents the Technical Support Service in front of customer, managing difficult situations and conflict• 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.• For Care contracts, act as the technical single point of contact for external customers and Care PMs to Nokia Technical Support organization and 3rd party vendors for Optics technical issues.

• From Maintenance perspective, to follow all optical products (DWDM equipments, SDH equipments, Network Management Systems and other Optical products) in customer’s network.

• Build relationships with the customer and act as trusted advisor, manage difficult situations, negotiate conflict resolution and manage the network evolution. Advocate for the customer during system outages/impairments. Maintain customer satisfaction.

• Take part in Level 2 technical support; synchronize and communicate between Technical Support team and customer. Ensure proper customer follow-up and escalation. Facilitate identification of control mechanisms and critical action/recovery paths for system components. Manage customer communication to get closure agreement on solved tickets.

• Identify preventive control mechanisms and critical action/recovery paths for network components. Diagnose and suggest corrective or preventive actions on reported problems.

• Conduct network performance analysis in order to assess the impact of a problem and to solve customer service related issues.

• Participate in customer technical meetings related to technical support performance reporting and progress on technical issues.

Fluency in Turkish and English is a must.

DWDM knowledge will be preferable. SDH knowledge will be an advantage too.

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