Technical Care Specialist 2

NOKIA; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Nokia is seeking a Sr. Technical Optical Support Engineer to strengthen our 24/7 support system. You will troubleshoot complex issues, deliver system-level solutions, and act as the primary liaison between customers and R&D to drive resolutions.

You will maintain deep product knowledge, collaborate with cross-functional teams, document activities, and provide guidance to junior staff while upholding professional standards in a fast-paced environment.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field is preferred.
• Minimum 3 years of experience in a technical support role.
• Excellent problem-solving skills and ability to think critically and creatively.
• Strong communication skills, both written and verbal, with ability to explain complex concepts simply.
• Customer-centric approach with focus on delivering exceptional support.

Responsibilities

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

Skills

Advanced troubleshooting

Customer communication

Analytical thinking

System-level expertise

Education

Bachelor's degree in CS/Engineering

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.

• 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.
  

• 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.