The Customer Support Specialist is responsible for delivering high-quality technical support services to customers throughout the Care lifecycle. This includes supporting software and hardware incidents, service requests, network operations, maintenance activities, and complex technical escalations across Nokia products, solutions, and networks.
The role operates within a fast-paced, customer-focused environment, providing 24x7x365 support through remote and on-site activities. The specialist works closely with customers, service delivery teams, product groups, and third-party vendors to troubleshoot, diagnose, and resolve technical issues while ensuring contractual Service Level Agreement (SLA) commitments are met.
As a technical expert and advisor, the Customer Support Specialist leverages deep business and technical knowledge to solve complex problems, contribute to service improvements, develop knowledge-sharing assets, and mentor junior team members. The position plays a key role in maintaining customer satisfaction, operational excellence, and the continuous enhancement of support processes and services.