Sr Technical Support Engineer

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.
 

• Provide advanced technical support and product expertise to customers, ensuring a high level of satisfaction.
• Troubleshoot complex issues and offer innovative solutions, often at the system level.
• Act as the primary interface between customers and R&D, escalating and following up on critical customer problems.
• Maintain a thorough understanding of Nokia's products and services, staying updated with the latest advancements.
• Collaborate with cross-functional teams to ensure a seamless support experience for customers.
• Document and report on support activities, providing valuable insights for process improvements.
• Offer training and guidance to less experienced team members, fostering a culture of knowledge sharing.
• Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
• Periodically take on-call duties, providing 24/7 support coverage as required.
   

• A bachelor's degree in Computer Science, Engineering, or a related field is preferred.
• Minimum 5 years of experience in a technical support role, with a proven track record of success.
• Excellent problem-solving skills and the ability to think critically and creatively.
• Strong communication skills, both written and verbal, with the ability to explain complex concepts simply.
• A customer-centric approach, with a focus on delivering exceptional support and building strong relationships.
• Proficiency in relevant software and tools used for technical support and troubleshooting.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Analytical mindset with a keen eye for detail, ensuring accurate issue identification and resolution.
• Willingness to continuously learn and adapt to new technologies and support methodologies.
• Flexibility to work in a 24/7 support environment, including periodic on-call duties.