Customer Care Technical Lead
Nokia
full-time
Posted on:
Location Type: Hybrid
Location: GB Virtual • United Kingdom
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Job Level
About the role
- Act as the primary technical contact for assigned customers, managing escalations and conflict resolution.
- Represent customer interests within Nokia, driving Technical Support Service (SWS) priorities.
- Lead customer communication on technical, operational, and quality topics; provide timely recommendations.
- Analyze and share release notes, alerts, and risks impacting customer networks.
- Provide technical guidance for upgrades, retrofits, and lifecycle activities.
- Support Emergency Management during outages with expert leadership.
- Maintain accurate network data and proactively monitor health and NPI activities.
- Partner with Care Program Management to ensure execution and satisfaction.
- Support tendering and commercial discussions by identifying risks and recommendations.
- Identify growth opportunities and collaborate with Sales.
- Lead or support key projects and cross-functional initiatives.
- Define and improve processes, standards, and best practices.
- Act as a senior technical leader and subject matter expert for critical customers.
Requirements
- Strong expertise in telecom networks and technical support services.
- Advanced problem-solving and analytical judgment.
- Excellent customer-facing communication, including executive-level interactions.
- Experience managing critical incidents and escalations.
- Solid understanding of network lifecycle, NPI, upgrades, and service operations.
- Strong business awareness, including commercial and tendering considerations.
- Ability to influence stakeholders across functions without direct authority.
- Recognized technical leadership and cross-functional project experience.
- Proactive, independent, and accountable in high-impact environments.
- Typically 5–8 years relevant experience or equivalent degree.
Benefits
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
telecom networkstechnical support servicesnetwork lifecycleNPIupgradesservice operationsproblem-solvinganalytical judgmentincident managementescalation management
Soft skills
customer-facing communicationexecutive-level interactionsinfluencing stakeholdersproactiveindependentaccountabletechnical leadershipcross-functional project experienceconflict resolutionprocess improvement