Customer Technical Advocate

Customer Technical Support (CTS/CTA) professionals are technical resources providing support of the Nokia IP Routing / Optical Networking product portfolio (ION) for customers in North America region.  CTS engineers provide a variety of customer-focused deliverables, acting as a point of contact for technical support issues, handling customer escalations, providing review of technical support requests, conducting regular ticket review meetings with customers, quarterly operational review and providing outage management support as part of a 7x24 engineer rotation.  CTS engineers also play a significant role with facilitating and partnering with the various technical support delivery teams to ensure timely delivery of post outage root cause analysis reports and overall ensuring issues are worked to a satisfactory resolution. 

Required Qualifications:

General knowledge of telecommunications products / industry 10 years of related experience Undergraduate degree in Engineering, or equivalent level of education / experience Familiarity with the Nokia NI IP/Optical suite of products or similar other-vendor products Strong communication skills (technical, business acumen) Ability to work remotely with customers and internal teams (technical and non-technical) Ability to work as part of 24x7 weekly on-call rotation with expectation of several hours per week out-of-hours when on-call Ability to multitask and interact with multiple customers Working knowledge of Microsoft Office Suite of applications Desire to work within the team together and to work with other Nokia teams. Ability to travel on a few occasions for customer meetings
 

Key Responsibilities:

Perform Periodic (weekly, monthly) ticket/case review meetings Quarterly Business Review overall ticket data preparation including SLA performance Monitor customer Service Level Agreement performance metrics Quarterly Business Review specific ticket summary and action plan for hot issues Escalation management for tickets not progressing as expected or are technically challenging to resolve Ensure customer support cases have been assigned appropriate Severity/Priority and communicate to support delivery team for proper level of attention  Outage Service Failure Reports (SFR) and Root Cause Analysis (RCA) requests for the an outage, incident or hot issue (led by the Incident Manager in the case of outage) Monitor Nokia Product Alerts and inform the customer of applicable information Assist with licensing issue(s) using ASLM Assist with escalations for entitlement issues / login administration Assist with tracking RMA/DOA’s Attend internal and customers meetings as required Provide Technical Support engagement training and knowledge transfer related to case/ticket management including best practices for processes and services  Support Portal process guidance Be part of a 24x7 engineer rotation to respond and support outages. The on-call team is comprised of at least 3 engineers on a weekly rotation with a frequency of approximately 1 week of on-call occurs per month. This is subject to a standard compensation policy.