About the role
The Technical Care Specialist supports customers across technical support, operations, maintenance, network activities, and training, contributing to revenue growth and customer satisfaction throughout service lifecycle phases and stakeholders per service agreements, acting as the first contact for software and hardware issues, ensuring service readiness, advising product teams on serviceability, and escalating key issues as needed.
HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN
- Works independently within broad guidelines, applying best practices and business knowledge.
- Translates strategic concepts into actionable measures for the organization.
- Leads small technical projects with limited risk and resource needs.
- Supports experts in advanced troubleshooting, including system tracing, debugging, and protocol analysis.
- Identifies, reproduces, and analyzes defects, collaborating quickly with RD for resolution.
- Handles complex customer cases, providing workarounds and ensuring SLA compliance.
- Contributes to root-cause analysis, reports, and emergency process responsibilities when required.
- Creates knowledge articles, technical documents, and guidelines while continuously developing product and solution expertise.
Qualifications
You have:
- Bachelors Degree with 8 to 10 Years of Experience in SDH and basic LAN/WAN/Networking concepts.
- Provide technical support for Nokia 1830 PSS (OTN) products, diagnosing and resolving customer issues remotely or on-site when required.
- Ensure customer satisfaction by meeting SLA commitments and maintaining strong customer focus.
- Reproduce customer issues in lab environments and analyze test specifications to support product recommendations.
It would be nice if you also had:
- Coordinate with product experts and global TSC, Optics L3 TEC, Services PLM, and other Nokia teams to ensure high-quality service delivery.
- Participate in 247 hotline rotation, managing incident handling, escalation, and resolution.
- Drive improvement initiatives, share technical leadership with peers, and engage in proactive customer training or network health checks.
- Apply strong expertise in DWDM, OTN, and GMPLS while working effectively in cross-functional, multicultural teams.
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