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Care Engineer
Nokia
USA
Full-time
Mid
Hybrid
Discovered 2 weeks ago
Free
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The Customer Support Specialist delivers Care support services to customers including but not limited to 24x7x365, remote and on-site activities for product technology, solutions, and complex networks during Care phase. Complies to the standard and emergency case handling processes.
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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.
- - 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
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