Jobs

Nokia Recruitment: Customer Support Specialist

Nokia is looking for a Customer Support Specialist based in South Africa

Closing date: Ongoing

Location: South Africa

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

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

  • Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
  • Shares initial ideas for professional direction of own organisational unit.
  • Acts as a professional advisor and mentor for staff / workteam / taskforces.

  • May lead technical projects with manageable risks and resource requirements or small teams.
  • Provides working leadership and training to less experienced personnel.
  • Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis.

  • Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.
  • 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.

  • Interacts with customer for complex cases, providing workarounds, etc.
  • Ensures SLAs are met for escalated cases.
  • Leads the Root Causes Analysis (RCA) analysis and report creation.
  • Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red.

  • Supports technical activities in early product phases (releases, pilots, trials and early projects).
  • Creates and approves knowledge articles (author, reviewer, approver, coach).
  • Communicates internally and externally with customers, R&D and 3rd party vendors.

  • Creates technical documents and guidelines.
  • May work as a key user for care tools.
  • Performs system level product competence training and knowledge transfer across team.
  • Will also be on Call-out for a week or more than one week depending on the Schedule set out for that month.

KEY SKILLS AND EXPERIENCE
Impact

Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

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