Customer Support Specialist

**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**

Cloud and Network Services is a leading Nokia business group that offers Network solutions on Core, Business and Enterprise segments, as well as Cloud solutions and Cognitive Services. It is a newly formed business group, that includes most of the former Nokia Software business, Nokia’s enterprise solutions, core network solutions including both voice and packet core, and managed and advanced services from its former Global Services unit. This unit will also act as a delivery channel of certain products from other business groups to enterprise customers. Cloud and Network Services (CNS) will target growth by leveraging the industry transition to cloud-based delivery, network-as-a-service business models, and software-led value creation.

The Customer Experience organization provides a common interface to customers including account and relationship management, acting as the voice of the customer internally and creating demand across our business groups. While bringing deep understanding of local markets for our customer, the Customer Experience organization ensures strong alignment between sales and delivery teams.

**What you will learn and contribute to**

As part of our team, you will:

- Provide Remote Technical Support (RTS) for the Virtual EPC solutions and associated network elements.
- Collect information and symptoms needed for technical analysis
- Interface, develop and maintain strong relationships with external and internal customers, remotely to troubleshoot/answer questions. This will involve accessing the remote sites, reviewing log files, coordinating the duplicating or testing of the issue, gathering traces, logs, files, translations, etc., for critical support, and so on. There will be occasions when this work will need to be performed during the customer site's maintenance window during their maintenance window time zone.
- Interface, develop and maintain strong relationships with 3rd line of Support, Solution Teams, PLM and Product Business Units.
- Ensure trouble tickets tracked are continuously updated and maintained per the Nokia processes.
- Prepare reports on problems encountered and methods of resolution applied ensuring overall system integrity and reliability
- Ensure transfer of knowledge amongst the support organization and provide New Product Introduction training to other support organization
- Field activities (on request)
- Installation and/or commissioning and/or integration activities.
- Network expansion activities.
- SW maintenance activities such as SW change planning, On-line SW Change Service
- Launch, trials and pilot projects support

**Your skills and experience**

You have:

- Bachelor's degree/College Diploma in Telecom/Computer/Software/Electrical Engineering, Information Technology, Computer Science, or equivalent experience.
- Previous experience working in Care Services, ideally in Packet Core domain.
- Excellent English verbal and written communication skills.
- Capable of working under pressure and 24/7 on-duty services
- Very Adaptable with ability to learn new technologies, products, processes.

It would be nice if you also had:

- Spanish language knowledge (spoken and written) would be a plus.
- A “can do” attitude to persist in face of complex work to produce positive results
- Strong Interpersonal and organizational skills
- Self-motivated with proven record as a self-starter.

**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