Care Contact Specialist

As a Customer Technical Advocate (CTA) at Nokia, you will be an essential member of the APAC IP Customer Engineering team, fostering strong relationships with customers as the primary technical liaison. Your role involves leveraging your in-depth technical expertise to provide proactive support and guidance, ensuring customer satisfaction and optimal network performance. You will collaborate closely with colleagues in customer services, product development, and sales to address complex challenges, influence strategic decisions, and advocate for customer needs. The work environment is dynamic and collaborative, where you will interact with diverse teams and customers, driving innovation and problem-solving in a fast-paced setting. Your contributions will directly impact customer satisfaction and business outcomes, making you a key player in our mission to deliver exceptional service and support.

• Serve as the primary technical liaison between customers and Nokia, ensuring seamless communication and support.
• Act as a trusted advisor by interpreting business challenges and recommending best practices to enhance customer satisfaction and product performance.
• Analyze customer network data and maintain relevant databases to proactively monitor network health and provide timely recommendations.
• Guide customers through technical aspects of upgrades, retrofits, and emergency management during outages.
• Liaise with internal Nokia teams to escalate key issues and advocate for customer interests during technical support activities.
• Conduct network audits, customized training, and serve as a resident engineer/consultant to optimize network deployment and integration.
• Maintain up-to-date knowledge of new product introductions (NPI) and tender negotiations to support customer needs effectively.
• Collaborate with the Maintenance Service Manager to measure and enhance overall customer satisfaction and identify sales opportunities.

You have:

• Proven expertise in customer technical support and strong problem-solving skills.
• Detailed understanding of networking technologies and relevant market trends.
• Excellent communication skills, including the ability to engage with customers and cross-functional teams.
• Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Telecommunications).

It would be nice if you also had:

• Experience with network design, deployment, and transformation projects.
• Certification in relevant technologies (e.g., CCNA, CCNP, or equivalent).
• Knowledge of local regulatory requirements and industry best practices.
• Prior experience in a customer-facing technical consultancy role.

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

What we offer
 
Nokia offers 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