Customer Technical Advocate
vor 1 Tag
**Come create the technology that helps the world act together**
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.
**The team you'll be part of**
The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.
**CTA Mission**:
Customer Technical Advocates (CTA) provide Technical Support coordination for Care contracts.
CTA is the technical prime of the Technical Support organization for a given customer and is the advocate of this customer within the Technical Support organization.
**What you will learn and contribute to**
Are you passionate about solving problems?
As part of our team, you will:
- For Care contracts, act as the technical single point of contact for external customers and Care PMs to Nokia Technical Support organization and 3rd party vendors for Optics technical issues.
- Build relationships with the customer and act as trusted advisor, manage difficult situations, negotiate conflict resolution and manage the network evolution. Advocate for the customer during system outages/impairments. Maintain customer satisfaction.
- Take part in Level 2 technical support; synchronize and communicate between Technical Support team and customer. Ensure proper customer follow-up and escalation. Facilitate identification of control mechanisms and critical action/recovery paths for system components. Manage customer communication to get closure agreement on solved tickets.
- Identify preventive control mechanisms and critical action/recovery paths for network components. Diagnose and suggest corrective or preventive actions on reported problems.
- Conduct network performance analysis in order to assess the impact of a problem and to solve customer service related issues.
- Identify business opportunities (including proactive maintenance services), inform and support sales and business development team to capture the new business based on general knowledge of customer contracts, project management and issue resolution skills.
- Participate in customer technical meetings related to technical support performance reporting and progress on technical issues.
**Your skills and experience**
- Fluency in German and English is a must
- Technical interest in optical networks
- High school diploma
- Clear understanding of customer network architecture, configuration and services, to be shared with gTAC/TEC/R&D for troubleshooting
- Detailed knowledge of customer network installed base
- Act as main customer interface for technical escalations and discussions
- Prioritize/recognize/flag hot tickets to be worked on by gTAC/TEC
- Facilitate / Manage internal and external governance meetings/reviews
- Lead conference calls with internal teams and customer to address technical issues
- Work with gTAC/TEC teams to coordinate fixes and communicate them to customer
- Generate ticket reports and periodically review results with customer
- Recommend and discuss with the customer preventive actions (also based on Technical Alerts reviews)
**What we offer**
Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
**Nokia is committed to inclusion and is an equal opportunity employer**
Nokia has received the following recognitions for its commitment to inclusion & equality:
- One of the World’s Most Ethical Companies by Ethisphere
- Gender-Equality Index by Bloomberg
- Workplace Pride Global Benchmark
- LGBT+ equality & best place to work by HRC Foundation
At Nokia, we act inclusively and respect the uniqueness of people.
Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.
We are committed to a culture of inclusion built upon our core value of respect.
Join us and be part of a company where you will feel included and empowered to succeed.
- CTA - Mission
- Act as Technical liaison to the customer for technical support - Synchronize and communicate between Technical Support teams and customer. Ensure proper customer follow-up and escalation
- CTA - Qualificaitons:
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