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.

 

Knowledge & Experience

Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 8-12 years relevant experience and/or a graduate equivalent (or higher) degree.
 

*Skills and Qualifications:*

1. Bachelor's degree in Computer Science, Engineering, or a related field., 8-12 years relevant experience is must.

2. Strong technical background in IP networking, protocols, and technologies on Nokia IP SR/SSR Products (SR Family products like 7750, 7210, 7250, 7220…

3. Excellent communication, interpersonal, and problem-solving skills.

4. Ability to work in a fast-paced, dynamic environment with multiple priorities.

5. Strong analytical and troubleshooting skills.

6. Experience with technical support tools, such as ticketing systems like Salesforce.

7. Maintain Good  and healthy working relationship with  Customer, Local  TAC Lead ,  Central TAC Team , TEC and Local teams.

*Tools and Technologies:*

1. Familiarity with IP networking protocols (MPLS, TCP/IP, DNS, DHCP, etc.)

2. Knowledge of  networking  architecture and LLD . 

3. Experience with network troubleshooting tools (e.g., Wireshark, Tcpdump)

4. Preferably Familiarity with cloud-based technologies 

*Performance Metrics:*

1. Response, Restore and Resolve KPI’s

2. Average Resolution Rate

3. Weekly closure of Tickets

4. Customer Satisfaction (CSAT)

5. Watchful on Outages and Critical issues, Involve right resources and anticipate customer escalations.

*Key Responsibilities:*

1 *Customer Communication*: Serve as the primary point of contact for Nokia IP customer account, ensuring timely and effective communication regarding issue resolution, product information, and maintenance support. 24x7 on need basis working with TAC engineers. Part of customer meetings and review meetings.

2. *Technical Support*: As a part of Job, Provide level 2 technical support for IP products, resolving complex customer issues via phone, email, or Teams.

3. *Troubleshooting*: Utilize technical expertise to troubleshoot and debug IP product issues, collaborating with internal teams (e.g., Blore TAC, RBC, TEC) as needed.

4. *Problem Resolution*: Resolve customer complaints and concerns in a professional, courteous manner, escalating issues to senior engineers or management when necessary.

5. *Product Knowledge*: Develop and maintain in-depth knowledge of IP products, including features, functionality, and technical specifications.

6. *Documentation*: Create and update technical documentation, such as knowledge base articles, to share expertise with internal teams and customers.

7. *Collaboration*: Work closely with cross-functional teams, including  Pre sales, and product  Support, to ensure seamless customer experience.

8. *Feedback and Improvement*: Gather customer feedback and suggest process improvements to enhance technical support and customer satisfaction.

9. *Reporting and Analytics*: Minutes regularly on customer interactions, issue resolution rates, and other key performance indicators (KPIs) .

10. *Continuous Learning*: Stay up-to-date with customer on road maps, emerging technologies, and product updates to maintain technical expertise.

11.• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services. 

12 • Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis. 

13 • Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.

14 • Interacts with customer for complex cases, providing workarounds, etc.

15 • Ensures SLAs are met for escalated cases.

16. Reporting to TAC Manager- Bangalore