Family 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. 

Subfamily Description 

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. 

 

Impact 

Uses existing procedures to solve standard problems. Manages own time to deliver against tasks set by others. 

Scope & Contribution 

Most work carried out according to specific instruction and set procedures. Requires close supervision and coaching from SLM or peers. 

Communication 

Skilled in multiple technical/admin areas in own function/product. Vocation training/qualifications required. Typically in position 2-3 years based on performance. 

 

• Receives requests from customers or customer representatives for the Nokia portfolio of Care services and commercial warranty support. 

• Registers support requests in the case handling systems. 

• Ensures the customer is contractually entitled to the support being requested. 

• Assigns and routes requests efficiently to the proper service delivery workgroups. 

• Coordinates tickets that require multiple services with appropriate global support organisations, as needed. 

• Escalates if timely assignment is not possible within Service Level Agreement (SLA). 

• Works within a variety of guidelines, standard operating procedures and / or technical methods with a moderate degree of supervision. 

• Identifies problems and related issues in straightforward situations and assesses these using standard procedures. 

• May provide informal guidance and support to colleagues with less experience.