Descrição

Job Description

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.

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.

How You Will Contribute And What You Will Learn

We are looking for motivated and self-learning individuals who have the initiative to learn about complex IP networks.

• As part of the team, you will:
• Investigate, isolate, and drive problems reported by customers to closure, ensuring customer satisfaction.
• Maintain interfaces with the customer's technical personnel, facilitating smooth information flow about reported problems and their resolution status.
• Maintain and improve interfaces with technical personnel from other multi-regional groups and organizations involved in Technical Support, fostering collaboration and knowledge sharing.
• Perform Remote Technical Support covering 24x7 network outage restoration, ensuring prompt and efficient resolution.
• Work on-site if needed, engaging face-to-face with customers to provide personalized support and build strong relationships.

Key Skills And Experience

• You have:
• A Bachelor's or Master's degree in Telecommunications, Computer, Electric/Electronics Engineering or equivalent
• Fluent English language skills
• Knowledge and experience in advanced network topics such as L2/L3 VPN Services, BNG, QoS. NRS1 + SRC Interior Routing protocol + Nokia DC certifications
• Strong customer orientation skills and effective communication abilities

• It would be nice if you also had:
• Knowledge of telecommunication technology in the IP/MPLS area and familiarity with relevant ITU standards
• Theoretical knowledge and at least 3 years of practical experience in testing and troubleshooting IP/MPLS routers
• Ability to learn effectively and quickly
• Result-oriented mindset
• Flexibility and openness to adapt to changing situations

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.

About The Team

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.