Customer Care Technical Lead
Nokia
As a Customer Care Technical Lead (CCTL), you will serve as a vital liaison between the customer and technical support services, acting as the primary customer interface during Care phase, navigating complex situations and resolving issues. You will advocate for the customer's interests within Nokia, ensuring clear communication on operational, technical, and quality matters while providing timely recommendations.
Your responsibilities will include ensuring Care services scope, deliverables, and KPIs are aligned with Nokia’s strategy, offering technical guidance for all Care services, including SW upgrades and supporting Outage management during Emergency cases.
Additionally, you will maintain customer network information and collaborate with the Customer Care Lead (CCL) to ensure customer satisfaction and proactively maintain network health through an effective technical assessment of Critical Bulletins and TSNs (Technical Support Notes).
You will stay informed about new product introductions, rollouts, and tendering negotiations. Your role will involve contributing strategic insights to enhance customer support around products and processes, often leading task forces as a subject matter expert. This includes developing innovative solutions, defining processes, and influencing strategic decisions, thereby solidifying your position as a recognized authority and leader in the field. You may also be required to lead technical teams and projects.
This role requires working during customer business hours or as needed during an emergency or critical incident.
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
The CCTL (Customer Care Technical Lead) is the primary technical liaison between the customer and Nokia Care organization for technical support activities and builds trusted advisor relationship with the designated customer, advocating for customer interests within Nokia. Lead and own the E2E customer care technical delivery and coordinate detailed E2E care technical delivery in case of multi domain or multi-BU solutions deals. The role of a Customer Care Technical Lead (CCTL) encompasses a diverse range of responsibilities, requiring a robust technical foundation, exceptional communication skills, and a proactive approach to problem-solving in support of Care service delivery.
- Extensive experience with Nokia solutions, especially NPC, NCC, NAC, NM, and FO, as well as a strong understanding of 3GPP standards, network architecture, protocols, and call flows.
- Proficiency in network management and monitoring tools is essential. Experience with cloud-native technologies, VNF/CNF, microservices, containers, and virtualization technologies such as Docker and Kubernetes (K8s) is required. The candidate should have experience with Linux and Windows operating systems, including scripting languages such as Shell and Python.
- Experience in providing customer support, utilizing helpdesk tools (e.g., Salesforce, Jira) and processes to manage incidents and resolve customer issues, is required, including participation in a 24/7 on-call support rotation to ensure timely resolution of critical issues.
- Strong leadership and interpersonal skills are essential.
- Customer-centric mindset with excellent communication skills
- Proactive attitude, with ownership and empowerment in driving initiatives across multi-domain and multi-cultural environments
- Excellence in handling customer escalations and managing crisis situations effectively
- Excellent written and spoken English and Japanese communication skills are required, with the ability to convey complex technical ideas through written documentation, presentations, and face-to-face meetings.
- Knowledge of project management principles and methodologies, as well as an understanding of customer service concepts, tools, and processes, is required.
- Works together with the Customer Care Lead (CCL) from a technical standpoint.
- Is responsible, together with the Customer Care Lead, for customer satisfaction.
- Is knowledgeable about the customer’s deployed solutions, customizations, and current software releases, and how they impact overall network operations.
- Maintains information about the customer network installed base, including solution and design documents.
- Acts as the primary technical interface, working closely with the customer’s technical team and Nokia support teams for clarifications regarding the customer network and solutions, as well as managing difficult situations and conflict resolution.
- Acts as an E2E technical advocate on behalf of the customer to support resolution during CARE incident management, including critical and Outage incidents.
- Provides guidance for complex scenarios to minimize service impact and reduce restoration times.
- Provides customer-facing communication regarding operational, technical, and quality issues.
- Provides timely recommendations to the customer, including analysis of Product Technical Notes (TSNs), Release Notes, Critical Bulletins, and Alerts.
- Works together with the Customer Care Lead and Customer Project teams to ensure all technical aspects of the Delivery to Care process are covered and follows up on pending topics.
- Regularly follows up on raised tickets for pending actions from the customer or Nokia support teams to ensure Care KPIs are achieved.
- Ensures the Change Management Process (Live Network Intervention) is strictly followed in all activities executed in production.
- Is aware of capacity and license utilization status in the customer network.
- Provides technical guidance for SW upgrades, depending on contractual obligations.
- Is technically aware of NPI (New Product Introduction) and/or other projects within the customer network.
- Is aware of tendering negotiations with the customer and can make suggestions or raise concerns.
- Supports and drives the usage of automation tools to the furthest level possible and actively participates as a contributor in the Design for Serviceability process, whenever possible.