You will play a key role in the NI Care delivery Americas IP Organization, reporting directly to the NI Care Manager- Brazil, and being part of the IP Care Delivery team in Brazil.
You will be recognized as a Subject Matter Expert across the broad IP Networks product portfolio, combining deep technical expertise with soft skills to handle challenging IPN technical issues across the region.
You will be part of a team providing 24x7x365 support for Technical Support Services in the region, ensuring service excellence and achieving optimal case-handling efficiency. The team handles Incident Management, Customer Escalations, periodic ticket reviews, and is the first point of escalation for Care issues in the Brazil market.
Qualifications
* Degree in Computer Science, Information Technology, Network Engineering, or Telecommunications Engineering.
* 5-9 years of recognized subject matter expertise in IP Networks, with practical experience.
* Excellent interpersonal, stakeholder management skills, and advanced English skills.
Preferred Skills
* Understanding of the Care Business from pre-sales to post-sales, including tendering.
* Knowledge of other NI Business areas like Optical and Fixed Networks.
* Understanding of other Services Business parts like Professional and Deployment Services.
Responsibilities
* Provide Level 2 remote technical support for service requests.
* Participate in technical support activities, including incident management, outage management, RCA reports, escalation, and customer communication.
* Manage risks related to SLAs and ensure customer satisfaction.
* Analyze support activities for continuous improvement.
* Build and maintain relationships with customers, partners, and internal teams.
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