Customer Technical Advocate Job in Gurgaon at Nokia

Nokia is hiring for the role of Customer Technical Advocate!

Responsibilities of the Candidate:

• 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.

Requirements:

• 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.
• 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.