Customer Care Technical Lead

Job Description

As a Customer Care Technical Lead (CCTL), you will be responsible for ensuring customer satisfaction by acting as a crucial link between the customer and the technical support service. This role demands a blend of technical understanding, strong communication skills, and proactive problem-solving to navigate challenging situations, advocate for the customer's needs within Nokia, and drive continuous improvement in products and processes. Ultimately, the CCTL serves as a leader and subject matter expert, fostering smooth operations and building lasting partnerships with customers. This often requires flexibility to work within NAM/Customer business hours or during emergency/critical incidents to provide timely support.

How You Will Contribute And What You Will Learn

How you will contribute and what you will learn:

The CCTL's responsibilities are multifaceted, requiring a strong technical background, excellent communication skills, and a proactive approach to problem-solving in support of Care service delivery. These include, but are not limited to, the following:

• Technical Interface: Serve as the primary technical point of contact between the customer and Nokia support teams.
• Proactive Recommendations: Analyze technical documents and advise customers on relevant issues.
• Incident Management: Advocate for the customer during critical incidents, ensuring timely resolution and providing 24x7 emergency support.
• Technical Leadership: Provide end-to-end technical leadership in collaboration with the Customer Care Manager and Delivery teams.
• Network Knowledge: Maintain comprehensive knowledge of the customer's network and guide complex scenarios.
• SLA Compliance: Ensure customer Service Level Agreement (SLA) compliance and KPI quality performance.
• Automation & Knowledge Management: Drive the use of automation tools and contribute to knowledge management.
• Change Management: Ensure the Change Management Process is followed.
  
  

Key Skills And Experience

You Have:

• Wireless Telecom Experience: 8 years in the industry, with 6 years in customer support, utilizing helpdesk tools and participating in 24x7 on-call support.
• Technical Expertise: In-depth knowledge of 3GPP standards, 3G/4G/5G protocols, call flows, TCP/IP, network security, and core network functions.
• Packet Core Proficiency: Extensive experience with Packet Core network elements (MME, SAEGW, UPF, etc.) and related functions (HSS, IMS, PCRF, OCS).
• Cloud and Virtualization Skills: Working experience with Cloud Native, VNF/CNF, Microservices, OpenStack, Containers, Docker, Kubernetes (K8s), and Helm.
• Scripting and Software Skills: Proficiency in scripting languages (Python, bash) and Microsoft Office applications (Excel, PowerPoint, Power BI, Teams, etc.).
• Leadership and Communication: Strong leadership, interpersonal, and communication skills; experience managing escalations and coordinating resources. Excellent written and spoken English communication skills.
  
  

It would be nice if you also had:

Bachelor's degree in Telecommunications, Computer Science, Engineering, or a related field (Advanced degree preferred).

About Us

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
  
  

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

Additional Information

US/Canada Nokia Offers a comprehensive benefits package that includes but is not limited to:

• 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
  
  

The above benefits exclude students. Disclaimer for US/Canada

Nokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity.(Check the salary ranges in the job info section for this role)

All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified.

About The Team

As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.