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Team Overview
Role Overview and Core Responsibilities
- Resolve customer support tickets and order-related issues by applying established procedures, telecommunications expertise, and sound judgment while escalating non-standard situations as needed.
- Review, validate, and process telecommunications orders, including LSRs (non-LNP), ASRs, DSRs, and Broadband orders, ensuring accuracy and compliance with industry standards.
- Maintain accurate order information and status updates within internal systems to support operational efficiency and customer visibility.
- Communicate directly with customers and trading partners regarding order placement, escalations, service issues, and troubleshooting activities.
- Deliver a high-quality customer experience through timely, accurate, and professional support across multiple communication channels.
- Collaborate with internal teams to resolve complex issues, support system enhancements, and participate in testing and implementation activities.
- Conduct quality assurance reviews of billing files, customer orders, and vendor-processed work to verify accuracy, identify trends, and escalate recurring issues.
- Provide day-to-day operational guidance to domestic and international provisioning teams, lead transition calls, and support onboarding and training activities.
- Identify opportunities to improve processes, documentation, automation, and operational workflows that enhance efficiency, quality, and customer satisfaction.
- Support projects and automation initiatives designed to reduce manual effort, improve service delivery, and lower operational cost per touch.
Required Knowledge and Experiences
- 5+ years of experience in telecommunications, network operations, IT administration, customer service, or provisioning environments supporting LSRs (non-LNP), ASRs, DSRs, and Broadband circuits.
- Demonstrated experience supporting customers within a telecommunications environment while effectively partnering with internal teams, carriers, vendors, and external stakeholders.
- Strong understanding of telecommunications order management processes, industry standards, and service delivery workflows required to successfully process and troubleshoot customer orders.
- Proven ability to work independently using documented procedures while effectively prioritizing workloads, managing multiple responsibilities, and escalating issues when appropriate.
- Strong written and verbal communication skills with a demonstrated ability to deliver professional customer interactions and build productive working relationships.
Required Technical Skills
- Salesforce, including reporting and case management functionality.