Customer Support Specialist 1

Job Description

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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How You Will Contribute And What You Will Learn

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!

Key Skills And Experience

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.
  
  

About Us

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark
  
  

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

About The Team

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.