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.
About Customer Operations
Our Customer Operations (CO) organization is the primary interface with communication service providers. The CO organization has a comprehensive global presence and is active in approximately 120 countries.
Its organizational structure ensures that our customers benefit from dedicated management attention and from our teams’ deep understanding of local markets.
This approach enables Nokia to maintain strong customer relationships. Customer Operations is also responsible for project delivery, ensuring strong alignment between our customer-facing sales and delivery teams in each account.
Job Expectations :
Providing first level contact and convey resolutions to partner’s queries
Managing emails, inbound and outbound calls in a timely manner
Following helpdesk scripts and processes when handling different topics
Identifying partners’ needs, clarify information, research every issue and providing solutions
Properly escalating unresolved queries to the next level of support
Tracking, routing and redirecting problems to correct resources
Update partner data and produce activity reports
Utilize excellent partner service skills and exceed partners’ expectations; Walking an extra mile to support the partner needs
Walk partners through problem solving process; Follow up with partners, provide feedback and see problems through to resolution
Ensure proper recording, documentation and closure
Ensuring timely resolution and log maintenance
Recommended procedure modifications or improvements
Preserve and grow knowledge of help desk procedures, products and services
Readiness to work in 24*7 environment
Self-motivated to take accountability of defined tasks & deliverables, Deliver work with minimum supervision
Strong phone and verbal communication etiquettes, skills along with active listening
Proficiency in English is must. Conversant knowledge of other languages will be preferred.
Proficiency in MS Excel with acumen of Analytics & reporting tools and software’s
Familiarity with CRM systems and practices, Salesforce Preferred
Familiarity in Sales Channel, Sales Process and Sales operations will be preferred.
Former experience in tools & automation development will be added advantage
Partner service orientation; Partner focus and adaptability to different personality types
Advanced troubleshooting and Ability to multi-task, set priorities and manage time effectively
Fast learner, Track record of over-achieving quota
Team Player and Driving team members for excellence
Bachelor’s degree in Information Technology / Computer Science / Electronics and Telecommunications / Customer Management or equivalent
What does Nokia offer you?
Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges.
We act inclusively and respect the uniqueness of people. 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.
Nokia culture welcomes people as their true selves. Come create the technology to connect the world.