Customer Support Specialist
NSW Nokia Software
Gurgaon, Haryana, India
3d ago

Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.

Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.

Nokia is an equal opportunity employer that is commited to diversity and inclusion.At Nokia, 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.

Job Description :

  • Responsible for providing Remote Technical Support for the Nokia Smart Plan Suite (SPS) Charging product.
  • This position requires high degree of technical skills to provide end to end technical CARE support for global customers on 24x7 basis.
  • The candidate is required to have deep understanding, knowledge and debugging skills of telecom protocols : Diameter (Gx, Gy, Sy, Rx), SOAP.
  • Working experience on providing technical support for Policy / Charging node for all kind of issues.
  • In addition, understanding of IN related telecom protocols : SS7 / SIGTRAN, CAMEL call flows and Nokia IN product.
  • Troubleshoot, diagnose, and suggest / perform corrective or preventive maintenance actions on issues reported by customers on live / production sites.
  • Provide customer with timely updates and progress on the debugging of the issues. Maintain high level of customer satisfaction by providing services fully compliant with the SLA
  • Ensure every customer reported issue is properly documented in the ticket for tracking purposes and learning opportunities.
  • Ensure time tracking accuracy for cost charging purposes.

  • Maintain service uptime & SLA as committed. Provide root cause analysis for the critical / outage issues.
  • Handling outage restoration and restores the service efficiently and within the required timeframe as per SLA.
  • Engage additional support level within a predefined time frame and collaborate with them, as needed in order to resolve the issues.
  • Use the knowledge management tool by searching / creating / updating articles. Proactively share knowledge with others.
  • Work well in a team environment, teach and learn from the teammates.
  • Have a desire and ability to learn in a fast paced and innovative environment.
  • Working knowledge of Aersopike DB, Kubernate, OpenStack, Dockers / containers & 5G PCF / CHF & call flows.
  • Skills required (mandatory) :

  • Person should have 3 to 5 years of experience.
  • Good Technical Skills in telecom protocols : diameter (Gx, Gy, Sy, Rx), SOAP.
  • Good working level knowledge and troubleshooting of RED HAT Linux or any other

  • Bachelor's in Engineering / BCA / MCA with 6-10 Yrs of experience / Diploma with 6-10 yrs exp in System Administration operation (Troubleshooting, Configuration, Lab testing etc.)
  • Availability for travel & Flexible to work in global time zones if business demands
  • Good logical and analytical understanding Team player with good interpersonal skills
  • Demonstrate adaptability & learning ability in new technological area
  • Willingness to learn, share knowledge and transfer competence.
  • Process orientation. Good verbal and written communication
  • Strong problem solving ability
  • Good organizational skills
  • Ability to perform multiple tasks concurrently with ease and professionalism
  • Service and Customer oriented, ability to work under pressure
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