Customer Support Specialist

5 days 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.

**What you will learn and contribute to**

**Your skills and experience**
- Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.
- Works with discretion and uses specialist knowledge, analytical skills, judgment and practical experience to solve complex problems and to contribute to process improvements.
- Provides training to less experienced personnel.
- Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
- Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
- Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
- Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.
- Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
- Creates ‘advanced’ and reuses knowledge management articles.
- Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
- Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed.
- Provides SW support to service delivery teams, as needed.
- Records time tracking accurately.
- Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.

**Impact**:

- Departmental with occasional project assistance in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact.

**Scope & Contribution**:

- Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work.

**Innovation**:

- Performs routine activities to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

**Communication**:

- Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset

**Knowledge & Experience**:

- Established skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge. Typically 3-5 years directly related experience and a graduate equivalent degree.

**What we offer**

Nokia offers flexible and hybrid working schemes, 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
- LGBT+ equality & best place to work by HRC Foundation

At Nokia, we act inclusively and respect the uniqueness of people.

Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sex

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