Customer Support Specialist
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Technical support engineer is providing a remote Level-2 worldwide customer technical support for Nokia IP products and solutions Packet Core solution 2G/3G/LTE. Through investigation, finding a root cause and problem resolution the goal is to reach customer satisfaction.
This requires strong communication and negotiation skills, an engineer troubleshoot background accompanied with thorough understanding of ePC technology.
Responsibilities
• Provide Technical Support for Packet Core, ePC products (2G/3G and LTE packet core nodes)
• Investigate, analyze and drive problems reported by customer to a closure.
• Perform Technical Support covering 24x7 network outage restorations.
• Travel and work on-site if needed.
• Maintain interfaces with customer's technical personnel ensuring 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 with Technical Support (e.g. Customer Advocates, Welcome Center, Logistics, L3 support, Product Houses).
Requirements
• Master degree in telecommunication or information technology
• Strong telecommunication technology knowledge in Evolved Packet core area and relevant 3GPP standards
• Theoretical and practical (testing, troubleshooting) knowledge of Evolved Packet core nodes
• Ability to learn effectively and quickly
• Flexible, with positive and creative attitude to change
• Team player with the ability to work independently
• Customer orientation
• Good verbal and written communication skills
• Strong negotiation skills
• Stress tolerance
• Fluent English
