Customer Care Engineer / Customer Support Specialist ?stanbul
Responsibilities :
Accountable for delivering all TS services within his/her organizations 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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