Care Engineer — 24/7 Technical Support & SLA Champion

Nokia; Coppell (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Nokia in Coppell, TX seeks a Customer Support Specialist to deliver 24x7 care support for Nokia products and solutions. You will troubleshoot complex issues, follow standard and emergency case handling, and collaborate with internal teams and vendors to uphold SLAs and high-quality service.

The role requires advanced analytical skills, strong customer relationships, and continuous self-development to stay aligned with Nokia’s evolving portfolio.

Qualifications

• Advanced analytical skills to solve complex technical issues.
• Ability to mentor others and lead training.
• Familiarity with SW services processes and tools.

Responsibilities

• 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.

Skills

Technical Expertise

Customer Relationship Management

Knowledge Management

Leadership

Communication

Adaptability

Process Compliance

Emergency Response

Job description

Nokia in Coppell, TX seeks a Customer Support Specialist to deliver 24x7 care support for Nokia products and solutions. You will troubleshoot complex issues, follow standard and emergency case handling, and collaborate with internal teams and vendors to uphold SLAs and high-quality service.

The role requires advanced analytical skills, strong customer relationships, and continuous self-development to stay aligned with Nokia’s evolving portfolio.