Job description
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]
