Sr. Analyst managing contracts and customer service for Collins Aerospace's aftermarket team. Communicating with global customers and overseeing contract management in a hybrid setup.
About the role
- Customer Care Technical Lead acting as a liaison between customers and Nokia's technical support organization. Managing customer satisfaction and leading technical delivery of support initiatives.
Responsibilities
- Serve as a vital liaison between the customer and technical support services, skillfully navigating complex situations and resolving issues.
- Advocate for the customer's interests within Nokia, ensuring clear communication on operational, technical, and quality matters while providing timely recommendations.
- Analyze product updates and alerts, offering technical guidance for upgrades, and supporting outage management during emergencies.
- Maintain customer network information and collaborate with the Customer Care Manager (CCaM) to ensure customer satisfaction and proactively monitor network health.
- Stay informed about new product introductions, rollouts, and tendering negotiations.
- Contribute strategic insights to enhance customer support around products and processes, often leading taskforces as a subject matter expert.
- Develop innovative solutions, define processes, and influence strategic decisions.
- Manage staff and allocate resources when leading teams and projects.
- Work during Customer business hours or as needed during an Emergency/Critical incident.
Requirements
- Bachelor's degree in Telecommunications, Computer Science, Engineering, or a related field is required, with an advanced degree preferred and 8 years of expertise in the Core network domain for mobile telecommunications, specializing in the design, deployment, integration, troubleshooting and performance optimization of 3G/4G/5G networks and IP connectivity.
- Comprehensive knowledge of Core Network functions such as IMS VoX, SDM, MSS& MGW, CS Core, PCRF, as well as Packet Core 4G/5G, DRA&DNS, Cloud Infra, Open stack, Open shift, NCS.
- A strong understanding of 3GPP standards, network architecture, protocols, and call flows, including TCP/IP, routing/switching, telecom/IT network security, network management, DNS, Radius, LDAP, MAP, Diameter Policy Control and Charging, Unix and Linux platforms, virtualization, and public/telco cloud is required.
- Proficiency in network management and monitoring tools is essential. Experience with cloud-native technologies, VNF/CNF, microservices, containers, and virtualization technologies such as Docker, Kubernetes (K8s). The candidate should be experienced with Linux and Windows operating systems, including scripting languages like shell and Python, and possess knowledge of DevOps and CI/CD methodologies.
- Experience in providing customer support, utilizing helpdesk tools (e.g., Salesforce) and processes to manage incidents and resolve customer issues is required and participation in a 24/7 on-call support rotation to ensure timely resolution of critical issues.
- Strong leadership and interpersonal skills, are essential.
- The candidate should have experience managing escalations across cross-functional teams and coordinating resources to resolve issues.
- Excellent written and spoken English and Spanish communication skills are required, with the ability to convey complex technical ideas in writing, presentations, and face-to-face meetings.
- Knowledge of project management principles and methodologies, as well as an understanding of customer service concepts, tools, and processes, is necessary.
- Proficiency in various Microsoft Office apps.
Benefits
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Support clients by managing requests and monitoring system performance at OKTO PAYMENTS. Collaborate with internal teams to resolve complex issues and drive process improvement.
ERP Support Specialist supporting Microsoft Dynamics 365 Finance & Operations for a leading Nordic data center company. Engaging with diverse stakeholders across regions to ensure system stability and improve processes.
Customer Service Associate at Family Dollar assisting customers and managing sales transactions. Maintaining store cleanliness and stock levels while ensuring a positive customer environment.
Customer Service Representative handling French customer inquiries for premium loyalty program in Barcelona. Providing high - quality service and identifying sales opportunities in a hybrid work environment.
Student client support and consulting role for French - speaking customers at Augletics GmbH. Involves phone support, email inquiries, and internal process improvement.
QS
Customer Support Specialist providing frontline service through multiple channels at Quant Greece. Accurate handling of customer inquiries regarding loan portfolios, payments, and account information.
Customer Care Associate responsible for order management and customer inquiries for Fluke's services in Poland. Requires teamwork with various internal departments to ensure customer satisfaction and logistics flow.
Customer Service Consultant providing support via phone, live chat, and email for CreditorWatch customers. Handling inquiries and disputes while enhancing customer experience.
Talent Acquisition Support Specialist aiding in hiring and onboarding processes at Broadridge. Collaborate with recruiters and hiring managers while providing excellent candidate experience.