Care Technical Customer Advocate

Job Description

About Nokia SoftwareNokia Software is the leading solutions provider in the telecoms software market helping to drive large-scale service and network operations automation and digital business transformation in support of customer migrations to 5G. Built on Nokia s cloud-native Common Software Foundation (CSF), Nokia s multi-vendor and multi-network software solutions enrich and secure user experiences; automate operations and infrastructure; and enable new revenue streams and cost efficiencies.Job DescriptionCare Technical Customer AdvocateJob Role Description Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions. The Care Technical Customer Advocate is the primary technical liaison between the customer and Nokia Care organisation for technical support activities and builds trusted advisor relationship with his / her designated customer, advocating for customer interests within Nokia. Acts as a resource having up-to-date, detailed technical knowledge of his / her designated customer network as well as product expertise. Provides technical guidance to software service team to deliver customer-oriented solutions.Job Key Tasks & Responsibilities Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions. (Note : CTCA is a dedicated role, EG only for customer(s) that he / she is assigned to) Represents customer (interests) within Nokia for Technical Support Service activities. Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer. Provides analysis of product release notes and alerts to the customer. Provides technical guidance for upgrades / retrofits, if within the scope of SWS. Supports Emergency Management (EM) team in technical aspects of outage management. Maintains information about customer network in relevant databases. Supports Care Program Management (CaPM) from a technical stand point. Is responsible along with / Coordinates with Care Program Management (CaPM) for customer satisfaction. Keeps himself aware of network health from SWS perspective. Keeps himself technically abreast with NPI and rollout activities of his customer. Keeps himself aware of tendering negotiations (SWS scope) for his customer. Can make suggestions or raise concerns. Shares sales opportunities with Care Program Management (CaPM) or Sales. Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues contributing to improve products or services. Has business knowledge and uses understanding of how relevant areas integrate to achieve objectives. 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 workteam / taskforces.Key Competencies Collaboration Skills Communication and Public Speaking Influencing Others Negotiating Problem Solving Service Excellence Technical Support Customer Focus Drives Results Interpersonal Savvy Processes, Methodologies and ToolsImagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people s lives and help to overcome some of the world s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, 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. Nokia culture welcomes people as their true selves. Come create the technology to connect the world. ,

Keyskills :
technical supportanalytical skillsbusiness knowledgeservice deliverycorporate liaisonrevenue streamstechnical liaisonrelease notesnetwork operationsprogram managementsoftware solutions