Enterprise Solution Specialist

The Customer Support Specialist is responsible for delivering high-quality technical support services to customers throughout the Care lifecycle. This includes supporting software and hardware incidents, service requests, network operations, maintenance activities, and complex technical escalations across Nokia products, solutions, and networks.

The role operates within a fast-paced, customer-focused environment, providing 24x7x365 support through remote and on-site activities. The specialist works closely with customers, service delivery teams, product groups, and third-party vendors to troubleshoot, diagnose, and resolve technical issues while ensuring contractual Service Level Agreement (SLA) commitments are met.

As a technical expert and advisor, the Customer Support Specialist leverages deep business and technical knowledge to solve complex problems, contribute to service improvements, develop knowledge-sharing assets, and mentor junior team members. The position plays a key role in maintaining customer satisfaction, operational excellence, and the continuous enhancement of support processes and services.

• Deliver technical support services for Nokia products, solutions, and complex customer networks.
• Investigate, troubleshoot, diagnose, and resolve software and hardware incidents within agreed SLA targets.
• Perform corrective and preventive actions to restore customer services and network functionality.
• Provide remote and on-site support in a 24x7x365 operational environment.
• Collaborate with higher-tier support teams, product development organizations, and third-party vendors to resolve complex issues.
• Maintain accurate and timely case documentation and customer communication within support management tools.
• Ensure compliance with customer SLAs, operational processes, and quality KPIs.
• Build and maintain strong customer relationships through proactive communication and issue management.
• Act as a Certified Emergency Engineer and participate in emergency support rotations as required.
• Develop, create, and maintain knowledge management articles and technical documentation.
• Support service delivery teams by providing technical expertise and guidance.
• Identify service improvement opportunities and provide feedback to product teams regarding customer needs and product enhancements.
• Mentor and train less experienced team members, providing leadership and technical guidance.
• Contribute to the continuous improvement of tools, processes, policies, and service methodologies.
• Maintain up-to-date knowledge of Nokia products, technologies, and new releases.
• Accurately record time and activity tracking in accordance with company requirements.