Receive requests from customers or customer representatives for the Nokia portfolio of Care services and commercial warranty support
- Register support requests in the case handling systems
- Ensure the customer is contractually entitled to the support being requested
- Assign and routes requests efficiently to the proper service delivery workgroups
- Carrie out work according to specific instruction and set procedures
- Coordinate tickets that require multiple services with appropriate global support organization, as needed
- Escalate if timely assignment is not possible within Service Level Agreement (SLA).
- Continuously stay updated on the latest processes and tools by following the regular training provided (e.g., classroom, on-the-job, independent study).
- When required, performing additional tasks assigned by a supervisor (reports, analysis etc) • Reports to TL all vulnerabilities noticed in GWC Operation, Quality, Information Security, EH&S; in real time