Customer Technical Advocate

2 days ago

Gurgaon, Haryana, India Nokia Full time

The Customer Technical Advocate (CTA) acts as the primary technical interface between Nokia and assigned customers, managing critical issues, ensuring smooth service delivery, and representing customer interests internally. The role focuses on proactive support, network health insights, and effective resolution of complex technical challenges to ensure customer satisfaction and operational excellence.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

  • Act as the primary technical interface to the customer, representing Nokia''s Technical Support Services, managing complex issues, and resolving conflicts to ensure customer satisfaction.
  • Communicate operational, technical, and quality-related updates to the customer, including recommendations based on product release notes, alerts, and upgrade guidance within SWS scope.
  • Collaborate with Care Program Management (CaPM) to monitor customer satisfaction, support technical aspects of care programs, and align on opportunities or concerns.
  • Support outage and emergency scenarios by providing technical inputs to the Emergency Management (EM) team and facilitating rapid resolution.
  • Maintain and update critical network data and customer-specific configurations in internal tools to ensure accuracy in service delivery.
  • Track and contribute to customer NPI, rollout, and tendering activities, identifying risks, raising concerns, and suggesting improvements related to SWS scope.
  • Identify and share sales opportunities with the CaPM or Sales teams and act as a technical consultant to influence solution development and delivery.
  • Mentor internal teams and contribute to service innovation, applying advanced analytical skills to resolve complex problems and improve support models.

Qualifications

Must have:

  • Strong customer-facing communication and conflict resolution skills, with the ability to manage high-pressure situations diplomatically.
  • In-depth technical knowledge of telecom networks and Nokia product portfolios, especially related to Software Support Services (SWS).
  • Analytical and problem-solving capabilities, with experience in diagnosing complex technical issues and coordinating resolution.
  • Experience in network operations or technical support, with working knowledge of NPI, upgrades, and emergency/outage management.
  • Ability to collaborate effectively across cross-functional teams (Care, Sales, Emergency Management, etc.) to ensure unified customer engagement.
  • Proficiency in using support tools and maintaining network-related databases to track customer environments and issue status.

It would be nice if you also have:

  • Awareness of tendering processes and commercial aspects related to customer support scope and service contracts.
  • Experience mentoring or coaching internal teams or contributing to best practice improvements in service delivery.

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