Care Technical Customer Advocate at Nokia Nigeria

Ref Id: 19000001CP
Location: Lagos, Nigeria
Dept: Customer Services

Mission

• Acts as a resource having up-to-date, detailed technical knowledge of customer network & application as well as product expertise.
• Is the primary technical liaison between the customer and Nokia Care organization for technical support activities and builds trusted advisor relationship with the customer.
• Provides technical guidance to PU , Services & Care  team on actions for improvement in CSAT.

Key Responsibilities

• Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions.
• Represents customer (interests) within Nokia for Technical Support Service activities.
• Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer.
• Provides analysis of Product Release notes and Alerts to the customer.
• Supports Care T2/T3 team in technical aspects of Outage management
• Engage with 3P for outage management if included with scope of Care
• Maintains information about customer network in relevant databases.
• Supports CarePM from a technical stand point.
• Is responsible along with CarePM for customer satisfaction ( CSAT).
• Keeps himself aware of application health & changes .
• Keeps himself technically abreast with NPI and Rollout activities of his customer.
• Keeps himself aware of tendering-negotiations (SWS scope) for his customer.
• Can make suggestions or raise concerns.
• Shares sales & upselling opportunities with CarePM or Sales.

Qualifications

• Telecommunications, electronics, computer engineering Degree or equivalent with at least 5 years experience in support/customer management role;

Soft Skills:

• Adaptability
• Ability to communicate clearly and concisely
• Customer Focus
• Decision Making
• Problem Solving
• Risk Management
• Verbal Communication
• Team Focused
• Presentation skills, to deliver technical trainings when required.