Customer Care Technical Lead
Nokia
full-time
Posted on:
Location Type: Hybrid
Location: Bogota • Colombia
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Job Level
About the role
- Serve as a vital liaison between the customer and technical support services, skillfully navigating complex situations and resolving issues.
- Advocate for the customer's interests within Nokia, ensuring clear communication on operational, technical, and quality matters while providing timely recommendations.
- Analyze product updates and alerts, offering technical guidance for upgrades, and supporting outage management during emergencies.
- Maintain customer network information and collaborate with the Customer Care Manager (CCaM) to ensure customer satisfaction and proactively monitor network health.
- Stay informed about new product introductions, rollouts, and tendering negotiations.
- Contribute strategic insights to enhance customer support around products and processes, often leading taskforces as a subject matter expert.
- Develop innovative solutions, define processes, and influence strategic decisions.
- Manage staff and allocate resources when leading teams and projects.
- Work during Customer business hours or as needed during an Emergency/Critical incident.
Requirements
- Bachelor's degree in Telecommunications, Computer Science, Engineering, or a related field is required, with an advanced degree preferred and 8 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 VoX, SDM, MSS& MGW, CS Core, PCRF, as well as Packet Core 4G/5G, DRA&DNS, Cloud Infra, Open stack, Open shift, NCS.
- 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.
Benefits
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Core network design3G/4G/5G network deploymentIP connectivitynetwork managementnetwork monitoringscripting languagesDevOpsCI/CD methodologiesvirtualization technologiescloud-native technologies
Soft Skills
leadershipinterpersonal skillscommunication skillsproblem-solvingstrategic thinkingcustomer advocacyteam managementresource allocationconflict resolutiontaskforce leadership