Partner Support Specialist
CX Customer Experience
Timisoara, Romania, Romania
4 zile în urmă

About Nokia

At Nokia, we create technology that helps the world act together.

As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks.

We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs.

Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world.

Watch to discover how we create meaningful interactions to drive human progress.

About Customer Experience

The Customer Experience (CX) organization will provide a common interface to customers including account and relationship management, acting as the voice of the customer internally and creating demand across our business groups.

The CX organization structure ensures that our customers benefit from dedicated management attention and from our teams’ deep understanding of local markets.

CX is also responsible for ensuring strong alignment between our customer-facing sales and delivery teams in each account

Job Description

  • 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
  • Job Responsibilities & Competencies

  • Readiness to work in 24*7 global environment
  • Self-motivated to take accountability of defined tasks & deliverables
  • Strong phone and verbal communication skills along with active listening
  • Proficiency in English though knowing other languages (like German, French )will be an advantage
  • Proficiency in MS Excel with acumen of Analytics & reporting tools and software’s
  • Familiarity with CRM systems (e.g Salesforce) and practices
  • 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 multitask, set priorities and manage time effectively
  • Fast learner, Track record of overachieving quota
  • 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?

  • Competitive salary based on your experience
  • Performance, Christmas and Easter bonuses
  • E-learning platforms such as NokiaEDU, Harvard ManageMentor, LinkedIn Learning etc. at your disposal for technical training and personal development
  • Various certifications
  • Events and conferences on technical matters but also on well-being at work and other general-purpose subjects
  • Flexible time and teleworking
  • 24+ paid days-off
  • Sports, Wellness and Culture reimbursement
  • Bookster
  • Public Transport / Private Parking allowance or bike / electrical scooter reimbursement
  • Meal tickets + extra food allowance
  • Private health and life insurance
  • Kindergarden / after-school reimbursement
  • One of the highest employee referral bonuses on the market so you can bring your friends too

    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 technology that helps the world act together.

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