Alcatel-Lucent Optics Customer Technical Advocate in Istanbul, Turkey
Customer Technical Advocates (CTA) provide Technical Support coordination for Care contracts.
CTA is the technical prime of the Technical Support organization for a given customer and is the advocate of this customer within the Technical Support organization.
CTA Job Description:
For Care contracts, act as the technical single point of contact for external customers and Care PMs to Nokia Technical Support organization and 3rd party vendors for Optics technical issues.
Build relationships with the customer and act as trusted advisor, manage difficult situations, negotiate conflict resolution and manage the network evolution. Advocate for the customer during system outages/impairments. Maintain customer satisfaction.
Take part in Level 2 technical support; synchronize and communicate between Technical Support team and customer. Ensure proper customer follow-up and escalation. Facilitate identification of control mechanisms and critical action/recovery paths for system components. Manage customer communication to get closure agreement on solved tickets.
Identify preventive control mechanisms and critical action/recovery paths for network components. Diagnose and suggest corrective or preventive actions on reported problems.
Conduct network performance analysis in order to assess the impact of a problem and to solve customer service related issues.
Identify business opportunities (including proactive maintenance services), inform and support sales and business development team to capture the new business based on general knowledge of customer contracts, project management and issue resolution skills.
-Participate to customer technical meetings related to Technical Support performance reporting and progress on Technical issues.
CTA Main Roles and Responsibilities:
Clear understanding of customer network architecture, configuration and services, to be shared with gTAC/TEC/R&D for troubleshooting
Detailed knowledge of customer network installed base
Act as main customer interface for technical escalations and discussions
Prioritize/recognize/flag hot tickets to be worked on by gTAC/TEC
Facilitate / Manage internal and external governance meetings/reviews
Lead conference calls with internal teams and customer to address technical issues
Work with gTAC/TEC teams to coordinate fixes and communicate them to customer
Generate ticket reports and periodically review results with customer
Recommend and discuss with the customer preventive actions (also based on Technical Alerts reviews)
Technical Skills & Knowledge:
Knowledge on SDH & WDM technologies and Network Management systems
Mandatory proven experience on: 1830PSS product family & 1350OMS suite
Additional preferred knowledge on: 1660SM, 1662SMC, 1678MCC, 1850TSS, 1354RM, 1353NM
Experience in documenting technical procedures & requirements
Experience in Maintenance, Network Operations and/or Technical Support activities
Knowledge of proactive & preventive maintenance strategies, tools and techniques
Network troubleshooting & problem isolation
Ability to understand and analyze customer Optics network topology
Processes & Tools knowledge
Knowledge of Technical Support processes (eg. Outage Reporting)
Knowledge of Technical Support tools: CARES, Knowledge Management, sONAr, etc.
Able to work in a multicultural environment, across different countries or organizations
Communicate clearly and concisely
Negotiating & Presentation skills
Job: fALU Maintenance
Primary Location: Europe South-Turkey-Turkey-Istanbul
Req ID: 1700000BA0