Customer Service Representative responsible for inbound and outbound calls for Ford Credit. Building customer relationships and ensuring satisfaction in the call center environment.
About the role
- Customer Care Technical Lead acting as a technical liaison between customers and Nokia support. Ensuring customer satisfaction through effective communication and problem-solving in telecom services.
Responsibilities
- Act as the primary technical liaison between customers and Nokia support, serving as an end-to-end technical advocate during incident management (including critical outages).
- Maintain customer network documentation, providing technical guidance for complex scenarios like telco cloud to minimize service impact, and analytically solving complex problems.
- Deliver customer-facing communications on operational and technical issues, making recommendations based on technical notes, ensuring SLA compliance and KPI quality, and following up on tickets.
- Ensure disaster recovery procedures are in place, adhering to change management processes, providing technical guidance for upgrades, driving automation, contributing to Design for Serviceability, and fostering knowledge management.
- Validate technical task workloads, managing resource allocation, supporting Delivery to Care handovers, and providing 24x7 emergency support.
Requirements
- A Bachelor's degree in Telecommunication, Computer Science, Engineering, or a related field is essential, with an advanced degree preferred.
- 8+ years of extensive experience in mobile core network domains (3G/4G/5G), including design, deployment, integration, performance, optimization, and IP connectivity, with proven troubleshooting abilities.
- Excellent knowledge of 3GPP standards, 3G/4G/5G network architecture, protocols, and call flows (e.g., TCP/IP, Routing/Switching, Telecom/IT Network Security, DNS, Radius, LDAP, Diameter Policy Control and Charging, Unix/Linux Platforms, Virtualization & Public/Telco Cloud).
- Proficiency in network management and monitoring tools.
- Working experience with Cloud Native, VNF/CNF, Microservices, Containers, and Virtualization Technologies (Docker, Kubernetes (K8s), Helm).
- Experience with Linux & Windows, including scripting (shell, Python).
- Knowledge of DevOps and CI/CD methodologies.
- Strong leadership, interpersonal, and team/vendor management skills.
- Extensive experience in customer support, utilizing helpdesk tools (e.g., Salesforce) and participating in 24/7 on-call rotations.
- Experience managing escalations and coordinating resources across cross-functional teams.
- Excellent written and spoken English communication skills, with the ability to convey complex technical ideas.
- Knowledge of Project Management principles and methodologies, and understanding of Customer Services concepts, tools, and processes.
- Proficiency in Microsoft Office applications (Excel, PowerPoint, PowerApps, PowerBI, Planner, Teams).
Benefits
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
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