Service Provisioning Consultant

The offshore Service provisioning consultant will be responsible to provide the first level provisioning support to customers on all services offered by TIAB including Mobile, NBN, Hosted voice, SIP trunk and NMS services. They will be accountable for closure of all service provisioning tickets/requests logged by the customers in Assist and will coordinate with operational teams, other Symbio business units and partner to ensure requests logged in Assist ticketing system are closed as per expected timelines and within the agreed SLAs.

PEOPLE Build High Performance Team environment

• Follow agreed operational processes & procedures.
• Ensure the highest level of professionalism is always followed including excellent phone ethics.
• Complete provisioning tasks including porting activities and new service activations within SLA.
• Communicate provisioning status to service providers.
• Proactively extract data and monitor order status, coordinating with carriers for timely updates as required.
• Ensure all service provider queries are responded to within SLA.
• Offer in depth responses to all queries, ensuring service providers fully understand the situation.
• Communicate incorrect order to the service providers to ensure relevant and correct information is captured.
• Ensure all monthly reports are provided within SLA as requested by line manager.
• Identify training needs for self and service providers.
• Recommend updates to training documentation and modules as required.
• Educate the customer where possible, regarding issue resolution to enable self-resolution in future, where necessary.
• Respond to queries from direct and extend teams via team’s channel, email or call in a timely manner.
• Assist service assurance team should the need arise which include but not limited to taking calls to aid queue and respond to customer’s queries, action tickets/email
• Attend to operational activities as assigned by the Team lead and management where necessary.
  
  

• Collaborate with internal teams and external vendors to ensure smooth delivery of services.
• report performance KPI for the function.
• Ensure all weekly, monthly and adhoc reports, as required by the management, are made available on time.
  
  

• Establish and maintain effective working relationships with customers within the assigned portfolio, peer groups and internal stakeholders
• Contribute to the Corporate sustainability goals, e.g. Net Neutral Targets
• Stakeholder/Manager feedback
• Provide recommendation to Manager on future improvements
  
  

• Qualifications (compulsory information) – Bachelors in Computers or equivalent qualification
• Number of years of experience – Atleast 2 years in Telecom operational support and service delivery roles
• Technical knowledge of telecommunication technologies including mobile, NBN, Ethernet, SIP trunks, Hosted voice, VoIP, etc
• Proficiency with Microsoft Word, Microsoft PowerPoint and Microsoft Excel
• Proactive, can-do attitude
• Demonstrated initiative and customer focus approach