Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

 

Impact

Impact is short-term and departmental/project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact. 

Scope & Contribution

Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.

Innovation

Performs routine activites to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations. 

Communication

Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset

Knowledge & Experience

Established skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.Typically 3-5 years directly related experience and a graduate equivalent degree.

 

*Key Responsibilities:*

1. *Customer Communication*: Serve as the primary point of contact for Nokia IP customer account, ensuring timely and effective communication regarding issue resolution, product information, and maintenance support. 24x7 on need basis working with TAC engineers. Part of customer meetings and review meetings.

2. *Technical Support*: As a part of Job, Provide level 2 technical support for IP products, resolving complex customer issues via phone, email, or Teams.

3. *Troubleshooting*: Utilize technical expertise to troubleshoot and debug IP product issues, collaborating with internal teams (e.g., Blore TAC, RBC, TEC) as needed.

4. *Problem Resolution*: Resolve customer complaints and concerns in a professional, courteous manner, escalating issues to senior engineers or management when necessary.

5. *Product Knowledge*: Develop and maintain in-depth knowledge of IP products, including features, functionality, and technical specifications.

6. *Documentation*: Create and update technical documentation, such as knowledge base articles, to share expertise with internal teams and customers.

7. *Collaboration*: Work closely with cross-functional teams, including  Pre sales, and product  Support, to ensure seamless customer experience.

8. *Feedback and Improvement*: Gather customer feedback and suggest process improvements to enhance technical support and customer satisfaction.

9. *Reporting and Analytics*: Minutes regularly on customer interactions, issue resolution rates, and other key performance indicators (KPIs) .

10. *Continuous Learning*: Stay up-to-date with customer on road maps, emerging technologies, and product updates to maintain technical expertise.

11.Interacts with customer for complex cases, providing workarounds, etc.

12 • Ensures SLAs are met for escalated cases.

13 • Contributes for Root Causes Analysis (RCA) analysis and report creation.

14 • Complies with the requirements as per the emergency process role, whenever required.

15 *Reporting IP TAC Manager, Bangalore.

*Skills and Qualifications:*

1. Bachelor's degree in Computer Science, Engineering, or a related field.

2. Strong technical background in IP networking, protocols, and technologies on Nokia IP SR/SSR Products (SR Family products like 7750, 7210, 7250, 7220…

3. Excellent communication, interpersonal, and problem-solving skills.

4. Ability to work in a fast-paced, dynamic environment with multiple priorities.

5. Strong analytical and troubleshooting skills.

6. Experience with technical support tools, such as ticketing systems like Salesforce.

7. Maintain Good  and healthy working relationship with  Customer, Local  TAC Lead ,  Central TAC Team , TEC and Local teams.

*Tools and Technologies:*

1. Familiarity with IP networking protocols (MPLS, TCP/IP, DNS, DHCP, etc.)

2. Knowledge of  networking  architecture and LLD . 

3. Experience with network troubleshooting tools (e.g., Wireshark, Tcpdump)

4. Preferably Familiarity with cloud-based technologies 

*Performance Metrics:*

1. Response, Restore and Resolve KPI’s

2. Average Resolution Rate

3. Weekly closure of Tickets

4. Customer Satisfaction (CSAT)

5. Watchful on Outages and Critical issues, Involve right resources and anticipate customer  escalations.

By excelling in this role, a Customer Relation Engineer can:

1. Enhance customer satisfaction and loyalty.

2. Improve technical support efficiency and effectiveness.

3. Contribute to product development and improvement.

4. Develop strong technical and soft skills.

5. Advance their career in technical support and customer-facing roles.