Care Technical Customer Advocate - IP
Nokia
As a Care Technical Customer Advocate, you will be the primary technical point of contact for customers, building strong relationships and advocating for their interests within our organization. Your expertise and up-to-date knowledge will be crucial in guiding customers and delivering exceptional technical support. You will lead troubleshooting efforts, operations, maintenance, network design, deployment, integration, transformation, and education. Collaborate with software service teams, and offer customer-centric solutions, ensuring a seamless experience for our clients.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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.
If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
As a Care Technical Customer Advocate, you will be the technical expert and trusted advisor for our customers, ensuring their networks run smoothly and providing innovative solutions.
Must-Have:
- Bachelor's degree in with 12- 15 years of Experience and 5+ years of experience in a role requiring requirement understanding, planning, designing, Implementing and troubleshooting of IP/MPLS technologies and networking protocols.
- Hands-on experience of IP/MPLS Protocols such as VRRP, ERPS, OSPF, ISIS, BGP, LDP, RSVP-TE, Segment routing, EVPN, Multicast.
- 5+ years of experience in troubleshooting Large L2 and L3 based VPN deployments.
- Working knowledge on TDM SATOP/CESOP
- Internetworking troubleshooting experience. Good analytical skills and ability to debug network issues.
- Manage overall technical relationships with customers and internal service, delivery, and TAC teams.
Nice-To-Have:
- Provide proactive risk reports, suggest improvement initiatives, and implement corrective actions for non-compliance.
- Collaborate with global teams and Product Line Management (PLM) to enhance service delivery, implement best practices, and improve the overall customer experience.
- Regularly review and resolve critical issues with customers, working closely with TAC team.
• Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions. (Note : CTCA is a dedicated role, EG only for customers that is assigned to)
• Interprets internal and external business challenges and recommends best practices to improve products, processes and services.
• Solves complex problems based on sophisticated analytical thought and complex judgment.
• Acts as a subject matter expert for staff / workteam / taskforces, often the most senior specialist in a team, who serves as best practice resource within own organisational unit and / or is recognised as an expert within the same professional area in the business.
• 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.
• Leads the Root Causes Analysis (RCA) analysis and report creation and supports technical activities in early product phases (releases, pilots, trials and early projects).
• Performs system level product competence training and knowledge transfer across teams.
• Reviews technical documentation and specifies features for supportability and maintainability. Works in customer and 3rd party interface (communications, partnering).
• Provides customer-facing communication regarding operational, technical and quality issues
• Provides analysis of product release notes and alerts to the customer.
• Supports Care Program Management (CaPM) from a technical stand point and shares sales opportunities with Care Program Management (CaPM) or Sales.