Ni Optics Customer Technical Advocate

5 months ago

Wellington City, New Zealand NOKIA Full time

**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**

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Care (CARE) 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.

**What you will learn and contribute to**

Are you passionate about solving problems?

The 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 the designated customer/s, advocating for customer interests within Nokia. Acts as a resource having up-to-date, detailed technical knowledge of the designated customer network as well as product expertise. Provides technical guidance to software service team to deliver customer-oriented solutions.

**Key Tasks and Responsibilities**:

- Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions.
- Represents customer/s (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/s
- 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 aware of network health from SWS perspective.
- Keeps technically abreast with NPI and rollout activities of the customer.
- Keeps aware of tendering negotiations (SWS scope) for the 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.

**Scope & Contribution**:

- Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations.
- Managerial/Supervisory: Direct supervisory responsibilities for people. Typically, first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.

**Impact**:

- Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

**Innovation**:

- Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision.
Uses nonstandard approaches to resolving issues.
Suggests improvements and seek

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