About this role
The Sr. Technical Optical Support Engineer This role is integral to our 24/7 support system, ensuring our customers receive timely and accurate assistance. Your primary focus will be on complex troubleshooting, offering advanced solutions and system-level expertise. Additionally, you will act as a vital link to our R&D team, escalating customer issues and driving resolutions.
• Provide advanced technical support and product expertise to customers, ensuring a high level of satisfaction. • Troubleshoot complex issues and offer innovative solutions, often at the system level. • Act as the primary interface between customers and R&D, escalating and following up on critical customer problems. • Maintain a thorough understanding of Nokia's products and services, staying updated with the latest advancements. • Collaborate with cross-functional teams to ensure a seamless support experience for customers. • Document and report on support activities, providing valuable insights for process improvements. • Offer training and guidance to less experienced team members, fostering a culture of knowledge sharing. • Ensure compliance with company policies and procedures, maintaining a high standard of professionalism. • Periodically take on-call duties, providing 24/7 support coverage as required.
• A bachelor's degree in Computer Science, Engineering, or a related field is preferred.
• Minimum 3 years of experience in a technical support role, with a proven track record of success.
• Excellent problem-solving skills and the ability to think critically and creatively.
• Strong communication skills, both written and verbal, with the ability to explain complex concepts simply.
• A customer-centric approach, with a focus on delivering exceptional support and building strong relationships.
• Proficiency in relevant software and tools used for technical support and troubleshooting.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Analytical mindset with a keen eye for detail, ensuring accurate issue identification and resolution.
• Willingness to continuously learn and adapt to new technologies and support methodologies.
• Flexibility to work in a 24/7 support environment, including periodic on-call duties.