![NOKIA](https://media.trabajo.org/img/noimg.jpg)
Fn Regional Support
hace 6 días
**Mexico** ***
**Family Description**
Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.
**Subfamily Description**
Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre
- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.
**RESPONSIBILITIES**:
- Receives instruction, guidance and direction from others and uses own knowledge and existing procedures to solve standard problems.
- Troubleshoots, diagnoses and performs corrective actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
- Contributes to customer Service Level Agreement (SLA) compliance and KPI quality performance level.
- Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
- Builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
- Reuses knowledge management articles.
- Applies SW services processes, policies, tools, documentation.
- Records time tracking accurately.
- Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.
**REQUIRED SKILLS**:
**Impact**
Accountable for quality and accuracy of own output. Errors may have limited impact on function/project/customer. Delivers own output according to specific operational targets.
**Scope & Contribution**
**Innovation**
Most work carried out according to procedures. Operates within guidelines for non-standard situations. Requires supervision and coaching from SLM or peers. Gathers relevant information to support problem solving and decision making.
**Communication**
Obtains and provides information to external or internal parties. Communicates information within the team in an understable way.Sometimes requires ability to influence team members of own job area on policies, practices and proceduresUnderstand facts, practices, policies, etc. to external and internal parties
**Knowledge & Experience**
No experience required. Basic educational knowledge. Degree or equivalent.
**ABOUT US**:
**Come create the technology that helps the world act together**
***
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work
**What we offer**
Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
**Nokia is committed to inclusion and is an equal opportunity employer**
***
Nokia has received the following recognitions for its commitment to inclusion & equality:
- One of the World’s Most Ethical Companies by Ethisphere
- Gender-Equality Index by Bloomberg
- Workplace Pride Global Benchmark
At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s 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.
Join us and be part of a company where you will feel included and empowered to succeed.
**ABOUT THE TEAM**:
- The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.
**JOB INFO**:
**Job Category**
- Customer Services
- **Posting Date**
- 02/05/2024, 07:58 AM
- **Locations**
- Avenue Ciencia 15, Cuautitlan, 54730, MX
- 02/12/2024, 07
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