Customer Service Associate
MassMutual
Customer Support Specialist
Nokia
full-time
Posted on:
Location: North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $91,488 - $169,906 per year
Job Level
SeniorLead
Tech Stack
CloudLinuxPerlPythonSQLUnix
About the role
- Serve as a trusted technical interface to customers deploying Nokia’s Fixed Networks Access products and provide world class post-sales technical leadership
- Deliver Care support services including 24x7x365, remote and on-site activities for product technology, solutions, and complex networks during Care phase
- Handle customer cases (tickets) as the single point of contact, manage incidents/outages within customer SLAs, and provide proper escalations
- Perform initial diagnosis, diagnostic testing and troubleshooting to isolate faults within Nokia components and provide issue resolution/outage neutralization
- Take ownership of post-sales technical issues, document incident/problem resolution steps and troubleshooting procedures, and develop Post-Mortem/Root Cause Analysis documentation
- Engage with product management, regional business centers, and engineering support as a customer advocate to influence product roadmap
- Establish and maintain strong relationships throughout the customer lifecycle and act as frontline technical resource for customer best practices
Requirements
- B.S. Computer Science or equivalent educational experience.
- 7+ years of experience as a post sales engineer for a networking company, relevant software vendor, or as a network engineer for a large enterprise or service provider.
- Strong technical background with a demonstrated aptitude for picking up new technology with ease.
- Standout 'customer first' attitude
- Strong verbal and written communications skills with a focus on developing technical documentation and communicating highly technical material effectively to customers.
- Excellent analytical & problem-solving skills, combined with the ability to provide quick resolution to problems
- Ability to meet assigned timelines with high-quality, complete deliverables in unsupervised, sometimes remote situations
- Availability of Support: On-call/EME Support 24*7
- It would be nice if you also had: M.S. degree in Computer Science or equivalent educational experience; Experience with Linux/UNIX operating systems; Layer 2/Layer3 IP/MPLS protocols knowledge and experience; Scripting (SQL/PERL/Python/Shell) and/or development experience; Ability to thrive in a high-pressure multi-tasking environment; Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention; Ability to work well in teams providing strong, relevant input
