The Role
About the Job:
We are looking for a Senior Voice Services Provisioner to join our team. You are a seasoned, customer-centric professional who has prior experience in telecom voice services including but not limited to Local Number Portability (LNP), Toll Free services, Voice over Internet Protocol (VoIP) and Primary Rate Interface (PRI) in a face-paced enterprise environment and are passionate about developing further technical expertise and growing professionally in this field.
As a Provisioner you will work directly with telecom carriers and clients on a day-to-day basis to obtain quotes, place orders and coordinate installation and testing of new circuits/services.
Responsibilities include analysis and resolution which require customer contact to resolve the failure, provisioning updates, LNP exception handling, updates to E911 records and internal escalations from Repair and Customer Service teams.
Role:
· Submit Move/Add/Change/Disconnect (MACD) voice orders on behalf of customers to telecommunication companies (telcos) and manage the orders through to delivery.
· Manage and undertake full responsibility for the lifecycle of all telco vendor circuit orders by acting as a liaison between customer’s project managers, customer leadership, local contacts (LCONs) and telco vendors.
· Work closely with customer’s internal project managers on large-scale enterprise deployments to meet customer’s unique requirements.
· Work with clients to obtain accurate information and up-to-date (address, LCONs, demarc location, technical requirements, etc.) before placing orders.
· Participate in regularly scheduled status calls with clients, fellow teammates and carrier providers.
· Coordinate with clients to schedule installations, circuit turn-ups/activation and testing.
· Follow-through communication on open carrier escalations and provisioning.
· Update Sakon tool with order and quote status from order submission to vendor.
Review in the Sakon tool customer’s master account list and determine voice subaccounts and linked/associated services.
Maintain via the Sakon tool key order information (e.g., Site ID, address, site type, vendor, BTN, Account and Subaccount IDs, Service IDs, vendor order IDs, FOC/DFOC dates, bill start/stop dates, activation and production dates, linked services, etc.).
· Monitor and resolve exception tasks from the billing and provisioning systems for all order activity, including new connects, reconnects, service changes and disconnects.
· Manage order exceptions, such as third-party vendor (TPV) failures and LNP errors, which prevent orders from flowing properly.
· Management of multiple Voice Services orders simultaneously with a high level of accuracy and quality.
Research, resolve and reschedule orders as needed. Contact the customer or telco to resolve failures/jeopardies.
· Perform all customer requirements within established service level agreements (SLAs) and performance guidelines.
· Resolve provisioning exceptions by researching issues and updating network elements for telephone work orders.
· Work seamlessly with other internal teams to address and resolve inventory, invoice and contract inquiries related to orders.
Skills:
· 5-7 years prior experience working as a Voice Services Order Manager.
Excellent customer service experience.
· Excellent written and verbal communication skills.
· Strong understanding of Voice Services technologies including but not limited to Toll Free, POTS, PRI, VoIP.
· Knowledge of vendors’ Customer Service Records (CSRs).
· Ability to solve problems and maintain all orders and SLAs while working under pressure.
· Strong Excel skills, with the ability to maintain master spreadsheets.
· Proficiency in MS Office, Word, PowerPoint.
· Telecom Expense Management application experience a plus.
· Telco Portal experience (order, inventory, billing, VOIP PBX management, network tools) a plus.
· ServiceNow experience a plus.
· Experience in Trader Voice and/or telco Data Services (point-to-point, MPLS, broadband, DIA, etc.), or the willingness to learn and master knowledge of these service types and orders a strong plus.
DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
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The Company
What We Do
Sakon helps enterprise clients in a wide range of industries control telecom spend and manage end-user devices more efficiently. The company’s Telecom Expense Management, Managed Mobility Services and Cloud Expense Management solutions reduce operational costs, increase insights and optimize financial performance through a platform that connects organizations with suppliers globally, automates workflows and optimizes services. Founded in 2003 and headquartered in Concord, Massachusetts, Sakon has over 900 employees with offices in the United States, Canada, the United Kingdom, China, Singapore and India. For more information, go to www.sakon.com.
