Customer Service Specialist providing support via all channels at TDCX. Identifying customer needs and ensuring satisfaction with a focus on relationship building.
About the role
- R&D Customer Support/NPI expert in EPC and 5G Core resolving customer issues through technical analysis. Guiding customers from concept to deployment in cloud-native environments.
Responsibilities
- Conducting in-depth troubleshooting, technical analysis, and root cause analysis of customer issues. Effectively managing escalations providing comprehensive executive updates detailing the progress and resolution of critical customer cases.
- Participating in product deployments and developing comprehensive, detailed step-by-step method of procedures.
- Operating network and protocol simulators within a lab environment to replicate faulty scenarios, validate solutions, or develop effective workarounds.
- Collaborating actively with R&D engineering and product line management to address customer-reported issues. Leading technical discussions across groups, explain and provide analysis and best-solution options and contribute to decision-making, as a way forward on reported problems.
- Lead initiatives for continuous improvement, focusing on optimizing serviceability, enhancing tool effectiveness, and strengthening knowledge transfer within the team. Lead technical discussions with peers to promote the implementation of enhancements/improvements of Products SW Quality
- Proactively leveraging Artificial Intelligence (AI) to enhance daily operational efficiency and effectiveness.
Requirements
- Bachelor’s degree in engineering or an equivalent qualification with 14+ years of experience in Software Development, Software Testing, or Customer Support is essential.
- In-depth knowledge of Evolved Packet Core (EPC) and 5G Core (5GC) products.
- Demonstrated understanding of Cloud-Native Network Functions (CNF) and Virtualized Network Functions (VNF) principles.
- Familiar with virtualization and cloud platforms such as Containers, Kubernetes, OpenStack, VMware, Google Anthos, and AWS.
- Excellent verbal and written communication skills in English are mandatory
- Familiarity with Artificial Intelligence (AI) tools.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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