Care Engineer

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

Job Description

As a Customer Support Specialist, you will play a critical role in providing technical support and ensuring customer satisfaction during the Care phase. You will troubleshoot, diagnose, and resolve complex technical issues while adhering to standard and emergency case handling processes. This role requires advanced analytical skills, strong customer relationship management, and continuous self-development to stay updated with Nokia's evolving portfolio. You will collaborate with internal teams, external vendors, and customers to ensure Service Level Agreement (SLA) compliance and high-quality performance.

How You Will Contribute And What You Will Learn

• Deliver 24x7x365 Care support services, including remote and on-site activities for Nokia products and solutions.
• Troubleshoot, diagnose, and resolve technical issues while ensuring customer information protection.
• Ensure SLA compliance and maintain KPI quality performance levels.
• Collaborate with tiered support levels and third-party vendors for issue resolution.
• Build and manage customer relationships, providing timely follow-ups and updates.
• Develop and maintain knowledge management articles, contributing to continuous improvement.
• Act as a mentor and advisor to less experienced personnel, providing leadership and training.
• Restore operational disruptions efficiently within committed SLAs as a Certified Emergency Engineer.
• Record time tracking accurately and ensure self-development aligned with Nokia's portfolio.

Key Skills And Experience

• Technical Expertise: Advanced analytical skills to solve complex problems and troubleshoot technical issues.
• Customer Relationship Management: Strong ability to build and maintain customer relationships.
• Knowledge Management: Experience in creating and reusing knowledge articles for process improvement.
• Leadership: Ability to mentor and train team members, providing professional guidance.
• Communication: Excellent communication skills for collaboration with internal teams, vendors, and customers.
• Adaptability: Continuous self-development to stay updated with Nokia's evolving portfolio.
• Process Compliance: Familiarity with SW services processes, policies, and tools.
• Emergency Response: Certified Emergency Engineer with experience in handling operational disruptions.