The Telecom Order Management Support Engineer will be responsible for managing the complete lifecycle of telecom customer orders from order receipt through successful activation. The role involves validating customer orders, monitoring provisioning milestones, resolving order fallouts, coordinating with multiple internal and external stakeholders, and ensuring SLA compliance while delivering an excellent customer experience.
Key Responsibilities
Order Management
- Manage end-to-end telecom service orders.
- Validate customer order information before provisioning.
- Monitor order progress across various systems.
- Ensure timely completion of customer orders.
- Track provisioning milestones.
- Perform order status updates.
Order Fallout Management
- Investigate failed telecom orders.
- Identify root cause of provisioning failures.
- Correct order data.
- Re-submit failed orders.
- Coordinate with engineering, provisioning and vendor teams.
- Escalate aged or critical orders.
Customer Support
- Provide order status updates.
- Coordinate installation appointments.
- Handle customer escalations.
- Maintain skilled communication with customers.
Telecom Skills
- Telecom Order Management
- Telecom Provisioning
- Order Lifecycle Management
- Order Validation
- Order Fallout Analysis
- Customer Order Management
- Service Activation Process
Systems Knowledge (Preferred)
- CRM Applications
- Order Management Systems
- ServiceNow
- Salesforce
- Provisioning Systems
- Ticketing Tools