Provisioning Coordinator  

About the account:

Founded in 2002, our client is an Australian-owned information technology and communications service provider that offers systems integration, technology sourcing, business systems architecture, telecommunications, and information communications technology (ICT) consulting services. Our client builds and manages communication, application and infrastructure solutions for medium-sized businesses, large multinationals and government organisations. More than 2,000 clients rely on our client as a strategic partner, including many of Australia’s largest banking, education, government, health, insurance, construction, utilities, manufacturing and retail organisations.

About the role:

The Provisioning Coordinator is responsible for coordinating the delivery of Telco products and services,
general administration and customer service to enable great customer experience.

• Order submission of Carrier Order in a timely manner (relevant training will be provided)
• Proactively manage order provisioning, ensuring that we are effectively using our resources to deliver the service within SLA and/or as per customer expectations
• Proactively communicate with the customer to ensure that they are kept up to date at every order milestone and effectively manage any delays
• Accurately Enter and Maintain orders in our systems to ensure accurate reporting
• Ensure that the services are being ordered at the expected rates and immediately flag any discrepancies
• You will be expected to work in conjunction with the other back-office teams and the sales channel to achieve the desired business and client objectives.
• Facilitate an open and proactive approach to supporting teams, service delivery, and project managers with the technical aspect of provisioning and providing feedback where appropriate for the betterment of the business.
• Continually review the existing processes to automate them where possible and look for creating efficiencies in the business.
• Manage Customer experience to ensure that we are meeting our KPI target of over 7+

Position requirements:

• Experience in provisioning Telco products (Desirable)
• Proven strong knowledge of working on Data, Voice and Internet products (Desirable)
• Strong communication skills, with the ability to handle escalations effectively
• Strong analytical and problem-solving skills, the ability to determine how to resolve an issue based on a complex set of variables
• Self-motivated, with high learning aptitude, resourceful and demonstrates initiative
• Excellent organizational, time management and multitasking skills.
• Attention to detail, accuracy and strong data entry skills essential
• Ability to work autonomously and in a continually evolving team environment
• A genuine desire to own a problem, completely through to its resolution
• Ability to seek and continuously identify improvements with process or product and implement change as required.