Company Name: Nokia
Job Position: Customer Technical Support
Experience: Freshers/Experience(0-1 Year)
Job Location: Bangalore
Qualification: Bachelor’s degree in any engineering field
Job Description:
Job Duties and Responsibilities:
- Drive outages and restore the services in synchronization with the customer, partners and Technical Support Operations.
- Resolve incidents within defined time period, and escalate unresolved incidents to Technical Support Operations, Outside Equipment Manufacturer (OEM), third-party providers, etc.
- Manage the communication during incidents, for ongoing tickets or when requested.
- Produce Incident Reports, conduct RCA analyze and Lesson Learned.
- Reviewing and auditing the process, ensure team compliance to processes..
- Producing management information, including KPIs and reports using management tools.
- Monitoring the effectiveness of incident management and making recommendations for improvement and actions tracking.
- Driving, developing, managing and maintaining the major incident process and associated procedures.
- On call duty for out of hours incidents.
- Provide inputs for the product quality assessment and process improvements.
Eligibility Criteria:
- Education/Experience: Fresh graduates or 1 year experience with Bachelor’s degree in any engineering field
Skills Required:
Required Competencies:
- Fluency in English (both oral and written)
- Customer service skills
- Ability to excel when under pressure
- Culturally adaptable and flexible;
- Analytical skills
- Self Motivated
- Team focused
Desired Competencies:
- UNIX, Linux OS
- Experience in Microsoft office tools.
- JavaScript, Python, shell scripting understanding
- Understanding of Network Management function in the network
Competencies:
- Customer Focus
- Adaptability
- Manage Execution
- Foster Open Communication
- Search to Learn Continuously
Skills:
- Communication
- Products
- Networks
- Team Management
- Customer Relationships
- Project Management
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