Customer Care Technical Lead at Nokia

Tokyo, , Japan -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Care Technical Lead, Technical Liaison, Technical Support, Customer Interface, KPI Alignment, Technical Guidance, Outage Management, Network Health, Technical Assessment, Subject Matter Expert, Leadership, Nokia Solutions, 3GPP Standards, Cloud-Native Technologies, Linux, Python

Industry

Telecommunications

Description

As a Customer Care Technical Lead (CCTL), you will serve as a vital liaison between the customer and technical support services, acting as the primary customer interface during Care phase, navigating complex situations and resolving issues. You will advocate for the customer's interests within Nokia, ensuring clear communication on operational, technical, and quality matters while providing timely recommendations. Your responsibilities will include ensuring Care services scope, deliverables, and KPIs are aligned with Nokia’s strategy, offering technical guidance for all Care services, including SW upgrades and supporting Outage management during Emergency cases. Additionally, you will maintain customer network information and collaborate with the Customer Care Lead (CCL) to ensure customer satisfaction and proactively maintain network health through an effective technical assessment of Critical Bulletins and TSNs (Technical Support Notes). You will stay informed about new product introductions, rollouts, and tendering negotiations. Your role will involve contributing strategic insights to enhance customer support around products and processes, often leading task forces as a subject matter expert. This includes developing innovative solutions, defining processes, and influencing strategic decisions, thereby solidifying your position as a recognized authority and leader in the field. You may also be required to lead technical teams and projects. This role requires working during customer business hours or as needed during an emergency or critical incident. Advancing connectivity to secure a brighter world. Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world. Learn more about life at Nokia [https://www.nokia.com/careers/life-at-nokia/]. Our recruitment process We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect. If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity. The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia [https://www.nokia.com/careers/#recruitment-process]. Some of our 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 Learn about additional benefits in specific countries [https://www.nokia.com/about-us/careers/our-locations/].

Responsibilities

The Customer Care Technical Lead acts as the primary customer interface during the Care phase, navigating complex situations, resolving issues, and advocating for customer interests regarding operational, technical, and quality matters. Responsibilities include ensuring Care services scope and KPIs align with strategy, offering technical guidance, supporting outage management, and proactively maintaining network health through technical assessments.