Customer Service Representative responsibilities include managing inquiries via phone, email, and chat in a fun - forward culture. Requires experience in customer service, particularly in call center environments.
About the role
- E2E Solution Support Specialist resolving challenges in VoX, 5G, and other solutions at Nokia. Work within a globally distributed team, addressing complex customer network issues.
Responsibilities
- Troubleshoot challenging, business-critical cases (standard and emergency) across multiple network elements, driving customer fault analysis and resolution.
- Provide an end-to-end (E2E) perspective when element-level analysis does not fully explain the fault, ensuring holistic problem solving.
- Contribute to system-level Root Cause Analysis (RCA), ensuring completeness with an E2E view and clear documentation.
- Recommend improvements related to system dimensioning, configurations, and processes to enhance stability and performance. Act as a persistent problem solver, and build E2E expertise across the team.
- Coordinate with support teams from other Business Groups to maintain global E2E control of the customer solution, including participation in on-call rotations and occasional travel (up to 10%).
- Drive and facilitate partnership among diverse stakeholder groups to secure aligned, timely solutions. Act as a persistent problem solver, actively sharing knowledge, partnering with peers, and building E2E expertise across the team.
Requirements
- Bachelor's degree or equivalent with 9+ years of experience in Packet Core Domain (CMM/CMG/AMF/SMF/UPF) with Tier3 / R&D level of expertise/experience
- Exposure to E2E IMS/VoLTE, VoNR troubleshooting (especially on Call flow, GTP, SIP, Diameter, S1, HTTPS protocol needed)
- Efficiency of using KPIs and Alarms for E2E troubleshooting in the PaCo Domain and practical experience on 5G Packet Core (AMF/SMF/UPF)
- Knowledge and working experience on CBIS/NCS / Public Cloud (AWS, GCP) and IP Networking are mandatory
- Strong communications and leadership skills to interact/coordinate/drive investigation from an end-to-end angle
- Knowledge in Packed Core dimensioning/capacity would be a plus
- Experience in IMS/VoLTE with Tier3 / R&D level of expertise/experience would be a plus
- Has experience working under pressure and with strict deadlines (Emergency, Code Red)
- Self-driven, independent, and passionate with a strong sense of ownership and experience working with teams spread across different regions.
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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