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TECHNICAL PROVISIONING SUPERVISOR

Key Responsibilities

Provisioning Products and Services

  • Submission of telecommunication product orders to upstream carriers
  • Liaise with internal staff and external partners as appropriate; to ensure successful and on-time delivery of project outcomes, and achieve excellence in overall customer experience
  • Provide timely updates to customers
  • Provide timely updates to upstream carriers
  • Manage end-to-end delivery of telecommunications products and services

Ticket Creation and Management

  • Creating and updating tickets in a timely manner for new and existing orders
  • Maintain accurate entries of verbal and written communication, project progress, issues, resolutions, appointment times, and contact details in all tickets
  • Managing multiple tickets across orders and co-ordinating the completion of separate telecommunication services for customer packages

Billing and Service Commissioning

  • Low to moderate level of understanding of accounting and billing practices
  • Commissioning of services to customers and internal systems
  • Adding completed service plans to the billing system
  • Helping assist with billing errors and product plans for pricing, ensuring accuracy and timely resolution, if required

Hardware Configuration

  • Configuration of VoIP hardware for use with VoIP products
  • Configuring Residential/Business grade routers for NBN and DSL services
  • Ship hardware from Melbourne office to customers
  • Assist with time management of hardware configuration in co-ordination with ethernet services

Documentation of Processes and Tasks

  • Assist with quality management of all current and new products and services
  • Updating the internal documentation for provisioning process methods in the Tiki
  • Assist with improving the efficiency of provisioning processes

vPABX Configuration

  • High level of logical thinking, and problem solving
  • High level of flow chart and call flow understanding
  • Providing creative solutions for customer phone systems to accomplish desired call flows

Build strong relationships with internal and external stakeholders

  • Provide assistance of basic office administration tasks to accounting team, sales team, and service desk teams
  • Comply with Equal Employment Opportunity, Discrimination, Harassment and Bullying Policies at all times
  • Assist sales staff to determine most appropriate equipment for customer needs, if required
  • Report any deficiencies in management systems and where appropriate, suggest areas for improvement
  • Assist sales staff to determine most appropriate equipment for customer needs, if required
  • Report any deficiencies in management systems and where appropriate, suggest areas for improvement

Experience / Knowledge

  • Minimum 2 years of experience in a provisioning or project management role for a medium/large organisation
  • Demonstrated ability to effectively and efficiently manage multiple projects with varying requirements and completing priorities at a given time
  • Demonstrated broad knowledge of telecommunications products & services, and the provisioning of such products and services
  • Demonstrated ability to multi-task and resolve issues effectively and simultaneously
  • Demonstrated ability to gather information to identify key issues and implement solutions efficiently and effectively ensuring minimal disruption to customers
  • ADSL, EOC, NBN, Fibre and other Broadband components, network diagram methods & concepts, and various application routing and subnets

Skills

  • Ability to learn and understand the company’s product suite
  • Advanced skills in ticket management and the ability to appropriately prioritise projects per agreed SLAs and project deadlines
  • Strong customer focus with exceptional communication and interpersonal skills
  • High level skills for browser navigation and tab management
  • Ability to communicate effectively and efficiently through email
  • Project management and time management skills for working with multiple parties

Personal Attributes

  • High level of attention to detail
  • Sense of urgency for time management
  • Customer focused, polite helpful telephone manner
  • Professional and ethical mannerisms with a strong client focus and genuine desire to assist
  • Team player
  • Target and results driven, persistence
  • Analytical with a technical aptitude
  • Ability to communicate and interact effectively with all customers, team members and work colleagues
  • Patient and tolerant
  • Ability to prioritise tasks and meet deadlines
  • Methodical and disciplined approach to problem solving and troubleshooting
  • Willingness to work, learn, continue to study and complete further certification in related areas

Employment type:
Fulltime

Remuneration:-Rs. 50,000-60,000

If it sounds like you pls send your resume to [email protected]

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Technical support services at Voigue

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