CUSTOMER TECHNICAL SUPPORT
NOKIAQingdaoUpdate time: July 31,2019
Job Description
- Support Japan customers for Nokia Fixed Network products.
- Provide the proper procedures, MOPs and in-depth technical analysis to resolve customer issues.
- Where necessary, replicate customer faults in a lab environment to isolate and identify the causes.
- Liaise with different country teams and next level of support to resolve the customer issues quickly
- Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
- Provide 24x7 global support to customers where necessary
- Serve as a point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
- Contribute in Nokia knowledge base
- 1+ years of customer technical support role.
- Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
- Ability to learn new technologies quickly.
- Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
- Excellent in Japanese writing and speaking, be familiar with English reading/writing
- Ability to work independently with little direct supervision and as a part of a team.
- Outstanding analytical and organizational abilities.
- Ability to remain calm, composed and articulate when dealing with tough customer situations.
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