Customer Service Specialist 4

Family Description Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases. Subfamily Description End-to-End family (E2E) comprises the support of customers across different Business Units/Business Groups as needed, in line with contractual service agreements and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• 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. • May lead sub-projects / projects with manageable risks and resource requirements or small teams, handles day-to-day staff management issues, including resource management and allocation of work.

KEY SKILLS AND EXPERIENCE

Impact Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact. Scope & Contribution 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. Innovation 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. Communication 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 mindset Knowledge & Experience Management 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.

Skills and Experience:

Participates as an expert knowledge in 2G/WCDMA/LTE/5G technology area in customer projects.
Hands-on experience and Knowledge in handling pLTE and NDAC projects.
Strong technical background for 3GPP.
Leadership skillset is required to lead Automation/Transformation Projects, Coaching & Mentoring of team.
Should be Subject Matter Expert and would be able to support the projects across Radio Sub Stream.
Plans and executes technical tasks requiring specialist skills to perform Fault Management & Configuration Management for different Radio elements.
Provide 24x7 L2/L3 support on RAN Network Elements.
Coordination with Care Tier 2/3 experts for case handling/Log collection and execution of task advised by Tier 2/3 team.

15+ years of customer technical support role for Multivendor (Ericsson/Nokia/Huawei) (2G/3G/LTE/5G) products.
Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
Ability to work independently with no supervision and as a part of a team.

It would be nice if you also had:

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

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.

Job Info

• Job Category Customer Services
• Posting Date 05/13/2024, 05:14 AM
• Locations No. 23, Rajiv Gandhi Salai, Navalur, Chennai, Tamil Nadu, 600130, IN B9, Green Boulevard, Sector 62, Noida, Uttar Pradesh, 201301, IN

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