Enterprise Solution Specialist

Nokia; Amadora; Presencial; EUR 42 000 - 64 000; Tempo integral

Resumo da oferta

Nokia in Portugal is seeking a Customer Support Specialist to deliver high-quality technical support across the Care lifecycle, handling software and hardware incidents, service requests, and complex escalations for Nokia products, solutions, and networks. The role combines remote and on-site work in a fast-paced, customer-focused environment.

You will collaborate with service delivery teams, product groups, and vendors to troubleshoot, diagnose, and resolve issues, document cases, meet SLAs,

Qualificações

• Experience delivering technical support across Nokia products and networks.
• Ability to troubleshoot software and hardware incidents within SLA targets.
• Provide remote and on-site support in a 24x7x365 operational environment.

Responsabilidades

• Deliver technical support services for Nokia products, solutions, and complex customer networks.
• Investigate, troubleshoot, diagnose, and resolve software and hardware incidents within agreed SLA targets.
• Perform corrective and preventive actions to restore customer services and network functionality.
• Provide remote and on-site support in a 24x7x365 operational environment.
• Collaborate with higher-tier support teams, product development organizations, and third-party vendors to resolve complex issues.
• Maintain accurate and timely case documentation and customer communication within support management tools.

Conhecimentos

Advanced troubleshooting

Telecommunications networks

Customer support processes

Escalation management

SLA-driven support

Stakeholder management

Mentoring others

Descrição da oferta de emprego

Job Description

The Customer Support Specialist is responsible for delivering high-quality technical support services to customers throughout the Care lifecycle. This includes supporting software and hardware incidents, service requests, network operations, maintenance activities, and complex technical escalations across Nokia products, solutions, and networks.

Job Description

The Customer Support Specialist is responsible for delivering high-quality technical support services to customers throughout the Care lifecycle. This includes supporting software and hardware incidents, service requests, network operations, maintenance activities, and complex technical escalations across Nokia products, solutions, and networks. The role operates within a fast-paced, customer-focused environment, providing 24x7x365 support through remote and on-site activities. The specialist works closely with customers, service delivery teams, product groups, and third-party vendors to troubleshoot, diagnose, and resolve technical issues while ensuring contractual Service Level Agreement (SLA) commitments are met. As a technical expert and advisor, the Customer Support Specialist leverages deep business and technical knowledge to solve complex problems, contribute to service improvements, develop knowledge-sharing assets, and mentor junior team members. The position plays a key role in maintaining customer satisfaction, operational excellence, and the continuous enhancement of support processes and services.

How You Will Contribute And What You Will Learn

• Deliver technical support services for Nokia products, solutions, and complex customer networks.


• Investigate, troubleshoot, diagnose, and resolve software and hardware incidents within agreed SLA targets.


• Perform corrective and preventive actions to restore customer services and network functionality.


• Provide remote and on-site support in a 24x7x365 operational environment.


• Collaborate with higher-tier support teams, product development organizations, and third-party vendors to resolve complex issues.


• Maintain accurate and timely case documentation and customer communication within support management tools.


• Ensure compliance with customer SLAs, operational processes, and quality KPIs.


• Build and maintain strong customer relationships through proactive communication and issue management.


• Act as a Certified Emergency Engineer and participate in emergency support rotations as required.


• Develop, create, and maintain knowledge management articles and technical documentation.


• Support service delivery teams by providing technical expertise and guidance.


• Identify service improvement opportunities and provide feedback to product teams regarding customer needs and product enhancements.


• Mentor and train less experienced team members, providing leadership and technical guidance.


• Contribute to the continuous improvement of tools, processes, policies, and service methodologies.


• Maintain up-to-date knowledge of Nokia products, technologies, and new releases.


• Accurately record time and activity tracking in accordance with company requirements.

Key Skills And Experience

• Advanced troubleshooting and problem-solving skills.


• Strong knowledge of telecommunications technologies, networks, and customer support processes.


• Ability to manage complex technical issues and escalations.


• Excellent customer service and stakeholder management skills.


• Effective communication and collaboration in cross-functional environments.


• Experience working with SLA-driven support and service performance metrics.


• Ability to mentor, coach, and support less experienced team members.


• Strong analytical mindset with a focus on continuous improvement and learning.