As Technical Care Specialist supports customers across technical support,
operations, maintenance, network activities, and training, contributing to
revenue growth and customer satisfaction throughout service lifecycle phases and
stakeholders per service agreements, acting as the first contact for software
and hardware issues, ensuring service readiness, advising product teams on
serviceability, and escalating key issues as needed.
RESPONSIBILITIES
* Works independently within broad guidelines, applying best practices and
business knowledge.
* Translates strategic concepts into actionable measures for the organization.
* Leads small technical projects with limited risk and resource needs.
* Supports experts in advanced troubleshooting, including system tracing,
debugging, and protocol analysis.
* Identifies, reproduces, and analyzes defects, collaborating quickly with R&D;
for resolution.
* Handles complex customer cases, providing workarounds and ensuring SLA
compliance.
* Contributes to root-cause analysis, reports, and emergency process
responsibilities when required.
* Creates knowledge articles, technical documents, and guidelines while
continuously developing product and solution expertise.
QUALIFICATIONS
You have:
* Bachelor’s Degree with 8 to 10 Years of Experience in SDH and basic
LAN/WAN/Networking concepts.
* Provide technical support for Nokia 1830 PSS (OTN) products, diagnosing and
resolving customer issues remotely or on-site when required.
* Ensure customer satisfaction by meeting SLA commitments and maintaining
solid customer focus.
* Reproduce customer issues in lab environments and analyze test specifications
to support product recommendations.
It would be nice if you also had:
* Coordinate with product experts and global TSC, Optics L3 TEC, Services PLM,
and other Nokia teams to ensure high-quality service delivery.
* Participate in 24×7 hotline rotation, managing incident handling, escalation,
and resolution.
* Drive improvemen
📌 Technical Care Specialist (India)
🏢 NOKIA
📍 India