- Handle inbound calls from field technicians and contractors.
- Validate contractor identity using approved authentication procedures.
- Verify work orders and maintenance requests.
- Perform asset eligibility and authorization checks.
- Approve or reject work requests based on defined SOPs.
- Support activities such as LRE (Non-Service affecting), PSA (Potentially Service affecting), and SA as assigned.
- Process transactions accurately in the ACME platform or equivalent operational systems.
- Manage contractor check-in and check-out processes.
- Maintain accurate operational records and notes.
Operational Governance
- Ensure real-time logging of every customer interaction and transaction.
- Maintain complete audit trails for all activities.
- Report suspected security or compliance issues immediately.
- Resolve standard operational queries during the first interaction whenever possible.
- Ensure timely updates throughout the work authorization process.
- Adhere to security, compliance, and governance standards.
- Participate in quality audits and coaching sessions.
Required Qualifications
- Graduate in any discipline (Engineering preferred).
- 4+ years of experience in telecom operations, NOC, service desk, contact center, or network provisioning.
- Excellent verbal and written communication skills.
- Comfortable working in rotational 24x7 shifts.
Preferred Skills
- Knowledge of telecom terminology.
- Basic understanding of network technologies.
- Experience with ticketing or workflow tools.
- Familiarity with ITIL processes.