Technical Care Specialist

Job title: Technical Care Specialist in USA at Nokia
Company: Nokia
Job description: Job Category: Customer ServicesDegree Level: Bachelor's DegreeJob Description:Your main responsibility will be to provide advanced product support as Care support for Charging, focusing primarily on Nokia Converged Charging with an emphasis on CNF, and also supporting Surepay, Nokia's other charging solution. Primary support will be for Verizon, with additional support for other NAM customers. This role involves providing 24x7 support based on a rota, working directly with customers and Nokia R&D to troubleshoot and resolve complex issues. You will be responsible for the end-to-end resolution of trouble tickets raised by customers.Responsibilities:Key Skills and Experience:

• Bachelor's degree or equivalent experience in Computer Science, Telecommunications, or a related field.
• At least 5 years of experience in the Charging domain (4G and 5G) or a closely related field. Proficient in telecom protocols such as Diameter (Gx, Gy, Sy, Rx), SOAP, N40, and N28, with strong debugging skills.
• Solid knowledge of cloud and container technologies.
• Proven track record in providing technical support in the Charging domain or related areas, especially in high-pressure environments focused on minimizing customer impact and enhancing customer satisfaction.
• Expertise in managing key Care KPIs such as backlog, customer feedback, SLAs, and timely resolution of issues.

Qualifications:

• Provide comprehensive remote technical support for Nokia Converged Charging (NCC) and Surepay products.
• Work closely with Nokia internal stakeholders (R&D, 4LS, NLT, PLM, and LDO/Market teams) and customers, fostering strong relationships with both customer teams and end customers.
• Collaborate with global charging care support teams to share best practices, generate innovative ideas for improvements, and implement these best practices.
• Participate in a 24x7 rota to ensure continuous customer support.
• Create and approve knowledge management articles, and provide training, mentoring, and guidance to the team as needed.

You have:

• Over 10 years of experience in a relevant technical field, providing support for customer technical issues.
• Expertise in creating Root Cause Analysis reports for critical issues to present to customers.

It would be nice if you also had:

• Deep expertise in container-based technologies, including Kubernetes.
• Significant experience in managing customer emergencies and outages within a 24x7 rota.
• Prior experience in Telecom Industry.

About Us:Come create the technology that helps the world act togetherNokia 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 workWhat we offerNokia 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 employerNokia 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

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, 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.
Join us and be part of a company where you will feel included and empowered to succeed.Additional InformationUS/Canada Nokia Offers a comprehensive benefits package that includes but is not limited to:

• Corporate Retirement Savings Plan
• Health and dental benefits
• Short-term disability, and long-term disability
• Life insurance, and AD&D - Company paid 2x base pay
• Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child)
• Paid time off for holidays and Vacation
• Employee Stock Purchase Plan
• Tuition Assistance Plan
• Adoption assistance
• Employee Assistance Program/Work Life Resource Program

The above benefits exclude students.Disclaimer for US/CanadaNokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity.(Check the salary ranges in the job info section for this role)All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified.About the Team: As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.
Expected salary:
Location: USA
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