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Customer Care Engineer / Customer Support Specialist ?stanbul Nokia ?stanbul

Customer Care Engineer / Customer Support Specialist ?stanbul

?stanbul
2020-11-17 20:27:04
Customer Care Engineer / Customer Support Specialist ?stanbul
Responsibilities :
• Accountable for delivering all TS services within his/her organization’s scope, consistent with standardized processes and metrics
• Accountable for ensuring prompt escalation and notification of major network faults and customer faults, as per guidelines
• Accountable for ensuring prompt and regular feedback to customers in relation to on-going issues
• Accountable for effective TS services process compliance and process execution
• Responsible for operational data quality, accuracy and completeness and initiatives to improve the management of operational data
• Ensures Environmental, Health and Safety guidelines and company policies are followed to ensure safety and well-being of self
• Ensures customer and company directives are properly executed by enforcing local procedures
• Liaises with NSW SMEs from the back-end global excellence centers for case restoration, handling and resolution.
• Interfaces with 3rd party suppliers whose services contribute to the... delivery of TS services ensuring outstanding collaboration
• Manages Knowledge Database Major challenges
• Managing customers’ expectations and perceptions
• 24/7 operations (on-call rotation availability is required)
• Working effectively with external customers & suppliers in parallel with NOKIA internal support teams & management
• Communicate clearly and precisely to peers Join our team if you have:
• Bachelor's degree in computer science, engineering or telecommunications required
• Flueny in English and Turkish
• Experience in Customer Service and Technical Support is an advantage
• Understanding of networking and telecommunications
• Strong communicator and relationship builder
• Ability to excel when under pressure
• Self-motivated and team focused Competencies:
• In depth understanding of core networking
• Policy and charging Telecommunications principles , call flows and data processing
• Working or detailed knowledge of:
• OS RedHat Linus - administration and scripting
• OpenStack, VMware, other virtual and cloud-based solutions
• DB manipulation and interrogation (TimesTen, SQL, Aerospike, NoSQL)
• Protocols: TCP/IP, DIAMETER, RADIUS, SOAP
• Experience on Application integration projects, in particular in multi BD and/or complex projects will be considered as a plus.
• Familiarity with Payment systems, Mobile Network Integration, VoLTE & IMS would be an high advantage
• Previous experience with OSS/BSS systems and frameworks and / or network integration (IMS, TDM, Call Center, etc) will be highly valued
?stanbul Turkey
Customer Care Engineer / Customer Support Specialist ?stanbul Nokia ?stanbul
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