Our client is looking Care technical Manager (CTCA) for Long Term project in Remote Below is the detail requirement.
Role: Care technical Manager (CTCA)
Location: Remote (Mexico)
Job Description:
- Primary technical liaison between the customer and Nokia Care organization for technical support activities
- Support ticket review / Product deployment / Patch Update / SW Upgrade
- Support Emergency / Critical Cases / Escalation incidents relating to Customer network
- Help the support team to escalate the issues to R& D and expedite the resolution (as needed)
- Prepare support ticket performance graphs and present them to the customer in QRR (quarterly)
- Experience in a customer support environment, participating in 24/7 emergency on-call support, communicating complex technical ideas in writing, presentations, and in face-to-face meetings.
- Experience in escalation management across cross-functional teams (e.g.
Technical Support, Services, Sales, Product Development, etc.) and corralling resources as necessary to resolve problems. - Knowledge and experience in Technical Support and Project Management (knowledge of Nokia process is a plus)
- Business understanding and development
- Proficient in the English language, both spoken and written, as it pertains to the CTCA services scope.
