Smart T1 Coach

Nokia Ver Empresa

Não especificado
Licenciatura

Acts in the Nokia Smart Tier One (ST1) organization as customers advocate and ensures an excellent quality for the ST1 engineer’s case handling process and use of tools

Main Responsibility Area

Acts in the Nokia Smart Tier One (ST1) organization as customers advocate and ensures an excellent quality for the ST1 engineer’s case handling process and use of tools. Looks proactive for automation and robotics solutions to make the cases handling more efficient. Review the identifies solutions based on approved knowledge articles from knowledge base tools and train the ST1 engineers how to use it in an effective way. Enable the ST1 engineers to route the case to Tier 2 or Tier 3 engineers for resolution, first time right. Acts as resident Key User for case handling tools and processes, as they relate to ST1 role. Provides feedback to Central team on global tool/process improvement opportunities.

Position Description

Acts in the Nokia Smart Tier One (ST1) organization as customers advocate and ensures an excellent quality for the ST1 engineer’s case handling process and use of tools. Looks proactive for automation and robotics solutions to make the cases handling more efficient. Review the identifies solutions based on approved knowledge articles from knowledge base tools and train the ST1 engineers how to use it in an effective way. Enable the ST1 engineers to route the case to Tier 2 or Tier 3 engineers for resolution, first time right. Acts as resident Key User for case handling tools and processes, as they relate to ST1 role. Provides feedback to Central team on global tool/process improvement opportunities.

For all customer cases handled by ST1 engineer, Coach will :

  • Check and ensure the highest quality standards for the handling of the requests received from customers (or internal Nokia teams) via phone call, email or portal (NOLS).
  • Review the cases according the ST1 standard quality forms
  • Deliver a weekly performance dashboard per ST1 engineer
  • Deliver a weekly KPI dashboard
  • Continuous focus on quality improvement and innovation for the customer case handling
  • Collaborate with T2 and T3 Coaches to improve the efficiency of E2E case handling.
  • First point of escalation for operational (process/tools) queries from ST1engineers or other internal partners.

This position resides in a 24×7 contact center environment where Tier 1 engineers will be receiving phone calls, emails and portal-created based on skills and availability. The coach will need to react within specified timelines to enable achievement of Customer Service Level Agreements (SLAs). The Candidate must be willing to adapt is working time to the business needs, to review and coach engineers in their shifts from time to time.

Position Requirements

  • Bachelor’s Degree in Engineering or Computer Science or related technical field or equivalent practical experience
  • 3+ years professional experience in a technical environment, preferably working with large business-to-business customers
  • Generalist level knowledge of wireless technologies and Nokia Mobile Networks portfolio
  • Self-driven, strong problem solving and analytical skills.
  • Excellent people skills and ability to communicate with the engineers and technical teams, as well as customers
  • Strong customer service skills
  • Very good listening skills
  • Able to provide mentoring or training on technical, process and tool topics
  • Very good computer typing skills to be efficient in recording information
  • Fluency in English language – written and oral skills
  • Fluency in an additional language (written and oral), as required for specific position ( e.g., Spanish, Portuguese, Hindi,)
  • Must be willing to provide out-of-hour support.

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