- Role: Customer Technical Advocate
- Location: India (Hybrid)
- Company: Nokia
- Salary: Not Disclosed
- Qualifications: Any Graduate or Postgraduate
- Employment Type: Full Time, Permanent
About Nokia:
Nokia, a worldwide leader in mobile, constant, and cloud networks, offers a variety of career opportunities aimed toward fostering technological advancements. One such role, the Customer Technical Advocate (CTCA), is essential to Nokia’s client services, ensuring seamless technical support, client pleasure, and smooth network operations. This function mostly includes handling patron relationships, resolving technical issues, and coordinating technical guide activities for distinctive clients. Below is an in-depth breakdown of the obligations, capabilities required, and what Nokia gives to potential candidates.
Role Overview:
The Customer Technical Advocate function focuses on representing the Technical Support Service (TSS) team, performing as the number one touch for clients facing technical problems, and facilitating communique between Nokia’s inner groups and outside customers. This function demands technical understanding, problem-solving skills, and a sturdy understanding of client community operations.
As a part of Nokia’s Customer Services (CS) crew, the CTCA handles pre- and submit-sales technical help, ensuring customers acquire fantastic providers in line with Nokia’s contractual provider agreements. This consists of guiding customers through software and hardware incidents and requests and ensuring the transport of technical answers in a well-timed manner.
Key Responsibilities:
- Technical Support and Communication: The CTCA serves as the patron’s technical point of touch for software program and hardware incidents. The function requires powerful communication capabilities to offer operational, technical, and excellent trouble updates to customers. The CTCA additionally collaborates with Nokia’s inner teams, consisting of the Care Program Management (CaPM), to ensure consumer satisfaction and keep community fitness.
- Outage and Incident Management: Supporting Nokia’s Emergency Management (EM) group in technical elements of outage control is a critical part of the position. The CTCA ensures swift decisions of incidents and recommends enhancements for destiny outage prevention.
- Network Optimization and Maintenance: The CTCA keeps song of customer networks, supplying technical guidance for enhancements and retrofits, and offering insights into product launch notes and potential effects at the patron’s systems. Maintaining the accuracy of network information in Nokia’s databases is another essential duty.
- Customer Advocacy: As the client’s consultant within Nokia, the CTCA addresses worries, presents feedback, and helps tendering negotiations. This guarantees Nokia’s offerings align with the purchaser’s expectations and enterprise goals. Sharing income opportunities with the Care Program Management or Sales group is another vital undertaking.
- Problem-Solving and Innovation: A CTCA is accountable for conducting root cause evaluation of complicated technical issues and developing revolutionary solutions. They work to make certain continuous improvements by suggesting non-fashionable processes to resolve technical problems and proactively looking for new opportunities for innovation within their position.
Skills and Experience:
- Technical and Analytical Skills: The position requires advanced technical talents, especially in community operations, software, and hardware guides. The potential to perform root purpose evaluation and resolve non-recurring issues using modern processes is critical.
- Customer Relationship Management: Since the role entails regular interplay with clients, strong verbal exchange and negotiation skills are vital. The CTCA should control hard conditions, clear up conflicts, and preserve effective relationships with clients.
- Global and Cross-Cultural Awareness: Nokia is a worldwide corporation, and the CTCA function entails operating in blended, move-cultural surroundings. A knowledge of global enterprise practices and a potential to speak with diverse groups is important.
- Experience: Typically, applicants with 4–6 years of relevant experience in a technical aid role or network management are best for this position. Nokia additionally considers candidates with superior stages in a relevant area.
Impact and Scope:
The CTCA role is in most cases task-oriented and contributes to the fulfillment of both departmental and project goals. The person is liable for the accuracy and niceness of their work, and any mistakes may impact the program or task they are involved in. While this function is essentially an individual contributor position, a few obligations contain coordinating group efforts to meet project goals.
1. Innovation and Initiative:
Nokia encourages employees to take ownership of their roles and exhibit initiative. The CTCA is expected to guide delegated selections, proactively seek solutions to technical issues, and adapt to changing business environments. The function gives opportunities to tackle new demanding situations in extraordinary environments or places, selling career increases and flexibility.
2. Communication and Leadership:
Strong communique is fundamental in this role. The CTCA often engages with senior management to provide technical topics, conduct briefings, and negotiate operational issues. The potential to steer others and introduce new thoughts or practices is essential for the CTCA to achieve success. Cross-cultural communication and an international mindset are essential because the CTCA works with diverse teams and consumer bases.
What Nokia Offers:
- Nokia is committed to fostering a work environment that values innovation, inclusivity, and private increase. Employees are encouraged to deliver their true selves to paintings and take dangers in pursuit of innovation. In addition, offers various applications and sources to support worker well-being, along with:
- Continuous Learning: Opportunities for mastering and expert improvement are available in the course of a worker’s profession, helping them stay ahead in a swiftly evolving technological landscape.
- Well-being Programs: promotes mental and bodily well-being via diverse help programs.
- Diversity and Inclusion: commitment to diversity is evident in its recognition by main groups, which includes its inclusion in Bloomberg’s Gender-Equality Index. The business enterprise fosters an inclusive culture where personnel are empowered to thrive.
- Mentorship and Employee Resource Groups: Employees can benefit from mentoring applications and be a part of aid groups that sell community and collaboration across the business enterprise.
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