$40000 - $45000 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
401(k) matching
Flexible schedule
Parental Leave
Tuition reimbursement
Flexible spending account
Retirement plan
Others
Receives requests from customers or customer representatives for the Nokia portfolio of Care services and commercial warranty support.
• Registers support requests in the case handling systems.
• Ensures the customer is contractually entitled to the support being requested.
• Assigns and routes requests efficiently to the proper service delivery workgroups.
• Coordinates tickets that require multiple services with appropriate global support organisations, as needed.
• Escalates if timely assignment is not possible within Service Level Agreement (SLA).
• Works autonomously within established guidelines, standard operating procedures and defined processes and helps determine the appropriate approach for new assignments.
• Adopts a broad perspective when solving problems and spots new, less obvious solutions. Anticipates patterns and links. Looks beyond the immediate problem to the wider implications.
• Acts as an informal resource for colleagues with less experience, to guide and support junior team members and to assist in their formal orientation and training.
• May co-ordinate tasks, check on quality and work progress and act as coach / mentor.
KEY SKILLS AND EXPERIENCE
Must have:
Good communication skills- fluent English (written and spoken)
Ability to work in multidisciplinary teams.
Customer front-end handling experience in NDAC networks.
Availability to monitor & operate a NDAC network in 24*7 shifts.
Good communication skills (must have fluent English written & spoken), able to work in multidisciplinary teams.
Hands-on and proactive approach
Analytical mindset
Strong prioritization and organization skills
Ability to work under pressure in changing environment.
Nice to have:
Know-how in Incident management, operations management (L1/L2/L3)
Knowledge in 3rd party supplier (Devices, Apps i.e. NDT )
Previous experience telecom network (Core, IP and Radio )
Experience in Zendesk, NDAC Manager, Graphana.
Communication
Leadership
Teamwork
Interpersonal
Learning/adaptability
Self-management
Organizational
Computer
Problem solving
Open mindedness
Strong work ethic
technology
Others
No experience needed
Others
Communications
On going position
Hybrid Remote