GWC Trainee (Telecom)

Job title: GWC Associate
I. DESCRIPTION
Global Welcome Centers (GWCs) provides 24x7x365 availability for Care services: Software Support,
Hardware Services, and Field Services. There are 4 regionally based GWC delivery teams in Canada,
China, India and Poland.
The Global Welcome Center (GWC) provides a harmonized entry point for contracted NOKIA customers
selecting Phone or Email channels to address their Software, Hardware, and Field service requests.
GWCs are committed to exceeding customer expectations by performing the following functions while
maximizing cost efficiency:
Register and entitle customer service requests
Route customer service requests efficiently to the proper global support organizations
Coordinate delivery activities with appropriate global support organizations, as needed
Monitor compliance with customers Service Level Agreements (SLAs)
GWC Front Office Associate provides 24x7x365 access for customers and Nokia technical teams for
requests (ie remote or onsite technical support, parts replacement, parts repair, managed services,
service desk functions) and warranty support. Ensures customer expectations are met while maximizing
cost efficiency.
II. 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

III. EXPERIENCE

Graduation from reputed institute
Fluency in English and based on GWC location, fluency in another language might be required
Experience on call center & Ticketing tools
Literate in computer knowledge
Available to work shifts in support of the 24x7 GWC operation
Good team player
Focus on customer satisfaction
Flexibility