GWC Trainee

RESPONSIBILITIES • Receive requests from customers or customer representatives for the Nokia portfolio of Care services and commercial warranty support • Register support requests in the case handling systems • Ensure the customer is contractually entitled to the support being requested • Assign and routes requests efficiently to the proper service delivery workgroups • Carrie out work according to specific instruction and set procedures • Coordinate tickets that require multiple services with appropriate global support organisations, as needed • Escalate if timely assignment is not possible within Service Level Agreement (SLA). • Continuously stay updated on the latest processes and tools by following the regular training provided (e.g., classroom, on-the-job, independent study). • When required, performing additional tasks assigned by a supervisor (reports, analysis etc) • Reports to TL all vulnerabilities noticed in GWC Operation, Quality, Information Security, EH&S in real time