Posted:16 hours ago|
Platform:
Work from Office
Full Time
Roles & Responsibilities.
1. Execute predictive model-based order fallout to proactively address and resolve complex service order issues.
2. Act as a single point of contact for resolving critical order exceptions that cannot be handled by standard dispatch or back-office teams. 3. Liaise with field technicians to gather on-site information and provide technical guidance for order resolution. 4. Collaborate with back-office and other support teams to ensure a smooth flow of information and to expedite order completion. 5. Engage directly with customers when required, providing clear communication and managing expectations to ensure a positive experience. 6. Document all actions and resolutions in detail to contribute to the continuous improvement of the predictive model and operational processes.
Skills Required.
1. In-depth understanding of telecommunications order provisioning, activation, and field service processes.
2. Strong analytical and problem-solving skills to diagnose and resolve complex order issues. 3. Excellent communication and interpersonal skills for effective liaison with multiple internal and external stakeholders. 4. Proficiency in using various operational support systems (OSS) and business support systems (BSS). 5. Ability to work independently and make decisions in a fast-paced, high-pressure environment.
Qualification
1. Bachelor's degree or equivalent technical certification.
2. Minimum of 1-3 years of experience in a telecommunications back-office, provisioning, or technical support role. 3. Proven experience in troubleshooting and resolving complex service order fallout. 4. Experience in a similar "SWAT" or escalated support team is highly desirable.
Cognizant
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