Care Engineer

Job description

As a Customer Support Specialist, you will play a critical role in providing technical support and ensuring customer satisfaction during the Care phase. You will troubleshoot, diagnose, and resolve complex technical issues while adhering to standard and emergency case handling processes. This role requires advanced analytical skills, strong customer relationship management, and continuous self-development to stay updated with Nokia's evolving portfolio.

You will collaborate with internal teams, external vendors, and customers to ensure Service Level Agreement (SLA) compliance and high-quality performance.

Responsibilities

Deliver 24x7x365 Care support services, including remote and on-site activities for Nokia products and solutions. Troubleshoot, diagnose, and resolve technical issues while ensuring customer information protection. Ensure SLA compliance and maintain KPI quality performance levels. Collaborate with tiered support levels and third-party vendors for issue resolution. Build and manage customer relationships, providing timely follow-ups and updates.

Develop and maintain knowledge management articles, contributing to continuous improvement. Act as a mentor and advisor to less experienced personnel, providing leadership and training. Restore operational disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Record time tracking accurately and ensure self-development aligned with Nokia's portfolio.

Qualifications

Technical Expertise

Advanced analytical skills to solve complex problems and troubleshoot technical issues.

Customer Relationship Management

Strong ability to build and maintain customer relationships.

Knowledge Management

Experience in creating and reusing knowledge articles for process improvement.

Leadership

Ability to mentor and train team members, providing professional guidance.

Communication

Excellent communication skills for collaboration with internal teams, vendors, and customers.

Adaptability

Continuous self-development to stay updated with Nokia's evolving portfolio.

Process Compliance

Familiarity with SW services processes, policies, and tools.

Emergency Response

Certified Emergency Engineer with experience in handling operational disruptions.