Provisioning Agent

Our client is looking to hire a Provisioning Agent who will ensure that the company delivers an exceptional level of customer service while consistently meeting or exceeding customer SLAs. You will be responsible for working with colleagues to process and deliver new orders and be able to support and assist in the implementation of new customers.

The Provisioning Agent will work alongside a team of Service & Delivery Agents with a Team Leader for support and report to Operations Manager.

Responsibilities:

• Provisioning of Hosted PBX, SIP Trunk, Teams, NBN and Mobile orders.
• Configuration of PBX and Data related hardware.
• Ensure all provisioning KPIs & SLAs are met or exceeded, where possible.
• Work closely with Sales Team to ensure all customer contracts are implemented according to company process and provisioned accurately.
• Responsible for vetting sales prior to entry and liaising with the relevant Sales Agent regarding requirements for clean tickets of work.
• Ensure all requests are processed accurately confirming all essential information is captured and entered correctly into the correct platform.
• Ensuring that all company and network processes are adhered to.
• Act as a first line escalation point for new orders and take responsibility to resolve issues effectively with a high level of professionalism and commercial awareness.
• Managing the porting and new connection process and submitting port documentation to incumbent service provider
• Establishing and setting up the billing requirements at user and company level
• Production and dispatch of SIMs and Welcome Pack
• Work closely with the Hardware Management and Account Teams to ensure customer orders are met in line with SLA

Job Requirement:

• 2-3 Years within the Telecommunications Industry
• Experience in relation to dealing with external/upstream providers.
• Provisioning of Hosted PBX inclusive of Call Flow and Hardware Configuration
• Provisioning of SIP Trunks preferred.
• Provisioning of NBN preferred.
• Management of external ticketing platforms
• Understanding of Porting preferred
• Strong attention to detail
• Excellent communication skills
• Proficient IT skills and experience