24/7 Care Engineer & Emergency Support Specialist

Nokia; Naperville (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

Nokia is seeking a Customer Support Specialist in Naperville, IL to deliver 24x7 Care support for products and solutions. You will troubleshoot and resolve complex issues while ensuring customer information protection and SLA compliance.

The role emphasizes collaboration with internal teams and third-party vendors to achieve high-quality performance. Responsibilities include mentoring peers, developing knowledge articles, and continuous self-development to stay aligned with Nokia’s evolving

Qualifications

• Advanced analytical skills to troubleshoot complex technical issues.
• Strong customer relationship management capabilities.
• Experience creating and reusing knowledge articles for process improvement.
• Ability to mentor and train team members.
• Excellent communication with internal teams, vendors and customers.
• Adaptability to stay updated with evolving Nokia portfolio.
• Familiarity with SW services processes, policies, and tools.
• Certified Emergency Engineer with experience in handling operational disruptions.

Responsibilities

• Deliver 24x7x365 Care support for Nokia products and solutions.
• Troubleshoot, diagnose, and resolve technical issues while protecting customer information.
• Ensure SLA compliance and KPI performance.
• Collaborate with tiered support and third-party vendors for issue resolution.
• Build and manage customer relationships with timely follow-ups and updates.
• Develop and maintain knowledge articles for process improvement.
• Mentor and train less experienced team members.
• Restore operations within SLAs as a Certified Emergency Engineer.
• Record time tracking and pursue self-development aligned with Nokia portfolio.

Skills

Analytical skills

Customer Relationship Management

Knowledge management

Leadership

Communication

Adaptability

Process compliance

Emergency response

Job description

Nokia is seeking a Customer Support Specialist in Naperville, IL to deliver 24x7 Care support for products and solutions. You will troubleshoot and resolve complex issues while ensuring customer information protection and SLA compliance.

The role emphasizes collaboration with internal teams and third-party vendors to achieve high-quality performance. Responsibilities include mentoring peers, developing knowledge articles, and continuous self-development to stay aligned with Nokia’s evolving