As a Technical Care Specialist, you will support customers across multiple
service areas, including technical troubleshooting, account support, operations,
maintenance, network design, deployment, integration, transformation, and
training. Your role contributes to both revenue generation and customer
satisfaction by delivering high-quality expertise throughout every phase of the
service lifecycle—planning, designing, deploying, integrating, optimizing,
operating, and maintaining network solutions. Through this comprehensive
support, you help ensure seamless network performance, strengthen customer
relationships, and enable long-term business growth.
RESPONSIBILITIES
* Provide Level 2 technical support for IP products by troubleshooting,
debugging, and resolving complex customer issues using advanced technical
expertise.
* Handle customer complaints professionally, ensuring timely resolutions and
escalating critical issues to senior engineers or management when needed.
* Maintain comprehensive knowledge of IP products, including features,
functionalities,
and technical specifications.
* Create and update technical documentation—such as knowledge base articles—to
support internal teams and customers.
* Collaborate closely with cross-functional teams, including Pre-Sales and
Product Support, to ensure a seamless and high-quality customer experience.
* Collect customer feedback and recommend process improvements to enhance
technical support efficiency and overall customer satisfaction.
* Document customer interactions, issue resolutions, and performance metrics,
ensuring accurate reporting of key performance indicators (KPIs).
* Stay informed on product roadmaps, current technologies, and feature updates to
maintain strong technical expertise and proactively support customers.
QUALIFICATIONS
You have:
* Bachelor’s degree in Engineering with 5 to 8 years of relevant work
experience.
* Strong technical background in IP networking, protocols, and technologies,
particularl
📌 Technical Care Specialist (India)
🏢 NOKIA
📍 India