Jr. Customer Support Specialist

The team you'll be part of

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.
 

What you will learn and contribute to

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. 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.

• Diagnose and resolve outages and critical issues within customer networks, ensuring minimal downtime.
• Perform detailed performance analyses for high-priority issues and offer actionable recommendations for corrective measures.
• Lead Root Cause Analysis (RCA) meetings with Technical Expertise Centers (TEC) and regional R&D teams, pinpointing corrective actions and delivering detailed readouts to customers.
• Track and document problem statuses and resolutions using ticketing systems, ensuring clear communication and accountability.
• Compile comprehensive reports detailing encountered problems, the applied resolutions, and steps taken to maintain system integrity and reliability.
• Stay up-to-date with new features and customer-specific applications through training, workshops, and internal knowledge-sharing, while actively cross-training colleagues.
• Provide 24/7/365 on-call support to customers, including after-hours, weekends, and during scheduled maintenance windows.
• Be flexible to travel if necessary, especially for unresolved issues that require on-site technical intervention after remote support efforts.

Your skills and experience

You must have:

• Bachelor's degree in computer engineering or electrical engineering or computer science or College Diploma combined with equivalent experience
• Excellent communication skills and the ability to work well in a team environment.
• Excellent written communication skills.

It would be nice if you also had:

• Previous Nokia internship or co-op experience.
• Quick learning abilities and an appreciation for knowledge sharing with others on the team.
• Working knowledge of communication protocols within networking environments including CLI.
• Work issues across multiple platform environments.
• Familiarity with various test equipment.
• Nokia IP Certifications or equivalent.