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 qualified communication with customers.
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, Pro.visioning Systems , Ticketing Tools