As a Customer Care Technical Lead (CCTL), you will serve as a vital liaison between the customer and technical support services, skillfully 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 analyzing product updates and alerts, offering technical guidance for upgrades, and supporting outage management during emergencies. Additionally, you will maintain customer network information and collaborate with the Customer Care Manager (CCaM) to ensure customer satisfaction and proactively monitor network health. You will stay informed about new product introductions, rollouts, and tendering negotiations. Your role will involve contributing strategic insights to enhance te customer support around products and processes, often leading taskforces 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 lead teams and projects, managing staff and allocating resources. This role requires working during Customer business hours or as needed during an Emergency/Critical incident.
Bachelor's degree in Telecommunications, Computer Science, Engineering, or a related field is required, with an advanced degree preferred and 4 years of expertise in the Core network domain for mobile telecommunications, specializing in the design, deployment, integration, troubleshooting and performance optimization of 3G/4G/5G networks and IP connectivity. Comprehensive knowledge of Core Network functions such as IMS, SDM, MSS& MGW, PCRF, as well as Packet Core 4G/5G, DRA&DNS. A strong understanding of 3GPP standards, network architecture, protocols, and call flows, including TCP/IP, routing/switching, telecom/IT network security, network management, DNS, Radius, LDAP, MAP, Diameter Policy Control and Charging, Unix and Linux platforms, virtualization, and public/telco cloud is required. Proficiency in network management and monitoring tools is essential. Experience with cloud-native technologies, VNF/CNF, microservices, containers, and virtualization technologies such as Docker, Kubernetes (K8s). The candidate should be experienced with Linux and Windows operating systems, including scripting languages like shell and Python, and possess knowledge of DevOps and CI/CD methodologies. Experience in providing customer support, utilizing helpdesk tools (e.g., Salesforce) and processes to manage incidents and resolve customer issues is required and participation in a 24/7 on-call support rotation to ensure timely resolution of critical issues. Strong leadership and interpersonal skills, are essential. The candidate should have experience managing escalations across cross-functional teams and coordinating resources to resolve issues. Excellent written and spoken English and Spanish communication skills are required, with the ability to convey complex technical ideas in writing, 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 necessary. Proficiency in various Microsoft Office apps.• Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions.
• Lead Software Upgrade Strategy & Planning.
• Provides analysis of product release notes and alerts to the customer.
• Lead complex Case Handling analysis & troubleshooting when required.
• Be the Technical customer voice and advisor.
• Provides technical guidance for upgrades / retrofits, if within the scope of Care portfolio.
• Analyze solution compatibility matrix and recommend actions during SW lifecycle.
• Ensures disaster recovery restoration process in place for the installed base, when applicable