Description
Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.
Impact

Accountable for quality and accuracy of own output. Responsible for contribution to teamwork. Errors may have impact on function/project/customer. Usually delivers results with a short-term,



operational focus and limited impact on others.

Scope & Contribution

Individual Contributor: Participates as individual contributor to team, usually with limited professional expertise. Makes decisions affecting own work within set parameters, elevates others. Reviews priorities with supervisor. High personal or low collegial interaction. Managerial/Supervisory: May act as Team Leader or Project Leader with some indirect supervisory responsibilities in addition to own work assignments.. Makes decisions that affect own work.

Innovation

Semi routine tasks of moderate complexity requiring some discretion and judgment. Carries out tasks/activities according to assignment and set guidelines. Moderate degree of supervision and coaching needed. Demonstrates initiative and adaptability to changing business environments.

Communication

Explains facts, practices, policies, etc. to external and internal parties. Takes a

📌 Customer Support Specialist (México)
🏢 Nokia Global
📍 México