Customer Support Specialist

Job Description

Nokia Policy Controller Global CARE Team Description

The Nokia Policy Controller Global CARE Team is seeking highly motivated individuals to join our elite group in supporting Nokia's cutting edge Policy and Charging Rules Function (PCRF) platform, the Nokia Policy Controller.

Our team of globally distributed Customer Support Specialists provides expert 'end-to-end' technical and product support within Care service delivery. A global position in a 24x7 support environment with a responsibility to work on complex troubleshooting cases, especially at solution / system level. Also acts as a primary interface to R&D for escalation of customer problems and their follow-up till resolution.

How You Will Contribute And What You Will Learn

• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
• Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
• Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level, and manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
• Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed.
• Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
• Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.
• Provides working leadership and training to less experienced personnel.
  
  

Key Skills And Experience

You have:

• Engineer graduated in Telecommunication/Computer/Software/Electrical Engineering, Information Technology, Computer Science, or equivalent experience
• Fluent English skills (comfortable in working and presenting in English)
• Understanding of Mobile Networks, IP Networks and Linux operating system
• Experience with Implementation, Integration, Acceptance Tests, O&M and/or Care for Telecommunication Products
• Strong understanding of Mobile Core Telco protocols and call flows
  
  

It would be nice if you also had:

• Experience in Case Handling, including Emergency Support activities
• Cloud experience in VMWare, OpenStack, Kubernetes, CBIS, CBAM, NCS
• Experience with Nokia Policy Controller (NPC) / PCRF
• Experience with Cloud Signalling Director (CSD) / DRA
• Ability to work under pressure
  
  

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
• 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.