Technical Care Specialist 2

Nokia; Coppell (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Nokia in Coppell, TX is seeking a Sr. Technical Optical Support Engineer to ensure round-the-clock, high-quality assistance for complex telecom systems.

You will troubleshoot at the system level, interface with R&D, escalate issues, and help drive resolutions while mentoring teammates.

The role emphasizes staying current with Nokia products, cross-functional collaboration, and providing training and on-call coverage.

Qualifications

• Bachelor's degree preferred in CS, Engineering, or related field.
• Minimum 3 years in a technical support role with proven success.
• Strong problem-solving and critical thinking abilities.
• Ability to explain complex concepts clearly to customers.

Responsibilities

• Provide advanced technical support and product expertise to customers, ensuring satisfaction.
• Troubleshoot complex issues and offer innovative system-level solutions.
• Act as primary interface between customers and R&D, escalating critical problems.
• Maintain understanding of Nokia's products and services and stay updated.
• Collaborate with cross-functional teams for a seamless support experience.
• Document and report on support activities for process improvements.
• Offer training and guidance to less experienced team members.
• Participate in 24/7 on-call duties as required.

Skills

System-level troubleshooting

Technical support

Communication skills

Customer focus

Analytical thinking

Problem-solving

Independence

Multi-tasking

On-call readiness

Learning agility

Education

Bachelor's degree in Computer Science, Engineering, or related field

Tools

Troubleshooting tools

Job description

The Sr. Technical Optical Support Engineer This role is integral to our 24/7 support system, ensuring our customers receive timely and accurate assistance. Your primary focus will be on complex troubleshooting, offering advanced solutions and system-level expertise. Additionally, you will act as a vital link to our R&D team, escalating customer issues and driving resolutions. The Sr. Technical Optical Support Engineer This role is integral to our 24/7 support system, ensuring our customers receive timely and accurate assistance. Your primary focus will be on complex troubleshooting, offering advanced solutions and system-level expertise. Additionally, you will act as a vital link to our R&D team, escalating customer issues and driving resolutions.

How You Will Contribute And What You Will Learn

• Provide advanced technical support and product expertise to customers, ensuring a high level of satisfaction.
• Troubleshoot complex issues and offer innovative solutions, often at the system level.
• Act as the primary interface between customers and R&D, escalating and following up on critical customer problems.
• Maintain a thorough understanding of Nokia's products and services, staying updated with the latest advancements.
• Collaborate with cross-functional teams to ensure a seamless support experience for customers.
• Document and report on support activities, providing valuable insights for process improvements.
• Offer training and guidance to less experienced team members, fostering a culture of knowledge sharing.
• Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
• Periodically take on-call duties, providing 24/7 support coverage as required.

Key Skills And Experience

• A bachelor's degree in Computer Science, Engineering, or a related field is preferred.
• Minimum 3 years of experience in a technical support role, with a proven track record of success.
• Excellent problem-solving skills and the ability to think critically and creatively.
• Strong communication skills, both written and verbal, with the ability to explain complex concepts simply.
• A customer-centric approach, with a focus on delivering exceptional support and building strong relationships.
• Proficiency in relevant software and tools used for technical support and troubleshooting.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Analytical mindset with a keen eye for detail, ensuring accurate issue identification and resolution.
• Willingness to continuously learn and adapt to new technologies and support methodologies.
• Flexibility to work in a 24/7 support environment, including periodic on-call duties.