Position: Customer Support Specialist 1
Location: Bogota, Colombia
Education Recommendations: Academic background in Telecommunication, Systems engineering, Computer Science engineering or related careers.
PLEASE NOTE THIS POSITION IS ONLY FOR ACTIVE UNDERGRADUATE STUDENTS
About Us:
We are responsible for delivering Care support services to customers, ensuring the smooth operation of Nokia's product technology, solutions, and complex networks. Our work involves troubleshooting, diagnosing, and resolving technical issues, as well as maintaining strong customer relationships. We contribute to the overall success of Nokia by ensuring customer satisfaction and compliance with Service Level Agreements (SLAs).
Role Overview:
Join our Network Cloud Automation Practices team as a Customer Support Specialist, where you'll collaborate in a hybrid environment that combines the flexibility of remote work with dynamic in-person interactions. You'll play a key role in delivering Care support for Nokia's innovative FN products, including SDAN and Home WiFi, troubleshooting technical issues while building strong global customer relationships. Enjoy the opportunity to work on cutting-edge technologies and continuous learning to stay ahead. You'll contribute directly to customer satisfaction and success, making a tangible impact while being part of a passionate team.
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What is Nokia looking from me:
2 – 4 Years of Industry Experience: Showcasing a solid foundation and hands-on experience with skills and knowledge in projects and roles within the industry.Programming Proficiency: Knowledge of programming languages such as Python, JavaScript, and JAVA.Cloud Technologies Expertise: Hands-on experience with cloud platforms like AWS, GKE, RedHat, Azure.Linux Environment Knowledge: Strong understanding and experience working in Linux environments.Exposure with Open-Source Components: Exposure to tools like Keycloak, RabbitMQ, Kafka.Good In-depth Knowledge on Kubernetes and Docker/containerd: Proficient in Kubernetes and Docker/containerd with a strong understanding of their architecture and the ability to design, deploy, and manage microservices at the infrastructure level.MQTT/USP Exposure: Proficient in working with MQTT and USP protocols.GPON Domain Knowledge: Understanding of GPON technology and its applications.Technical Troubleshooting Skills: Ability to diagnose and resolve complex technical issues efficiently.Customer Service Skills: Excellent communication and interpersonal skills to build and maintain customer relationships.Problem-Solving and Analytical Skills: Ability to analyze issues and develop effective solutions.Team Collaboration: Ability to work effectively in a team, both in-person and virtually.It would be nice if you also had:
Knowledge of Nokia FN Products: Familiarity with products such as SDAN and Home WiFi.MS Office Proficiency: Good knowledge of MS Office tools for documentation and reporting.Key Responsibilities:
Troubleshoot, diagnose, and resolve technical issues reported by customers, using strong technical troubleshooting skills.Ensure compliance with Service Level Agreements (SLAs) while maintaining high KPI quality performance metrics.Collaborate with additional tiered support teams and third-party vendors to drive effective issue resolution.Maintain accurate case information in our support tool, providing timely and appropriate follow-up to customers.Apply software services processes, policies, tools, and documentation effectively to enhance service delivery.Record time tracking meticulously and engage in self-development through regular updates on new products and releases.Build and nurture strong customer relationships to foster satisfaction and loyalty on a day-to-day basis.Be part of a dynamic team tackling cutting-edge technologies, solving complex challenges, and contributing to continuous professional development. Join us to thrive in a collaborative space and drive the success of our technology solutions together!