Customer Assisted Operations Executive Job in Bangalore at Nokia

Nokia is hiring for the role of Customer Assisted Operations!

Responsibilities of the Candidate:

• Work independently within broad guidelines, applying best practices and specialist knowledge to solve complex problems and improve processes.
• Troubleshoot and resolve technical issues customers report, ensuring their information is protected.
• Ensure compliance with Service Level Agreements (SLAs) and maintain KPI quality performance levels.
• Engage with additional support tiers and third-party vendors to resolve issues as needed.
• Develop a comprehensive understanding of customer networks and recommend improvements to internal product teams.
• Managed customer relationships, providing updates and ensuring case information was accurately maintained.
• Create and reuse advanced knowledge management articles to support team operations.
• Apply and contribute to the continuous improvement of software services processes, policies, and tools.
• Restore operations within SLA commitments as a Certified Emergency Engineer and participate in emergency rotation schedules.
• Provide software support to service delivery teams when required.
• Accurately track and record work time.
• Stay updated on new products and releases, ensuring continuous professional development.

Requirements:

• Established skills and theoretical knowledge within a professional discipline, backed by 2-3 years of relevant experience and a graduate degree.
• Proven ability to handle complex tasks within the assigned area of responsibility.
• Demonstrates initiative, adaptability, and a problem-solving approach in routine matters.
• Experience in managing and building customer relationships, with a focus on SLA compliance and quality.
• Knowledge of software services processes and tools, with a commitment to continuous improvement.
• Effective communication skills, including influencing others and conducting briefings with senior leaders.
• Cross-cultural awareness and a global mindset.
• Ability to work under moderate supervision and share knowledge with peers while raising innovative ideas.
• Willingness to adapt to changing business environments and take on new roles or responsibilities.
• Experience in applying functionally specific knowledge to achieve departmental and project objectives.