Provisioning Support Specialist

Job Description:

As a Provisioning Support Specialist your primary focus will be on supporting the Telecom Operations Team. This will involve managing the new and existing customer order pipelines.  You will play a crucial role in provisioning all aspects of a telecom order including data connectivity, UcaaS and CcaaS products and number porting, initiating welcome calls with new and existing customers, and managing both supplier and customer relationships until order completion.

The ideal candidate for this position possesses exceptional communication skills with a proactive attitude.Previous experience in a similar role is desirable but not essential as full training will be given.

The Provisioning Support Specialist is required to support the Operations Team in managing orders from the set-up to the resolution.

Core Responsibilities

• Task management.
• Make welcome/confirmation calls and send confirmation e-mails.
• Handle first line Installations support calls.
• Accurate input of order details onto all systems.
• Liaise with customers and suppliers regarding order queries/amendments.
• Placement of all order types onto Supplier Portals such as data connectivity, UcaaS, CcaaS products, number porting.
• Co-ordinate jobs/arrange engineer visits from surveys to installation and training.
• Deal with order rejections.
• Liaise with customers and suppliers to resolve issues and provide regular updates.
• Raise and resolve provisioning escalations and faults.
• Support the finance team to ensure all accounts are set-up and billing correctly.
• Schedule and action all tasks to completion within specified timescales.
• Follow all procedures and deliver high level customer service for maximum customer satisfaction.
• Work towards set KPI’s, goals and objectives.
• Ensure all systems are kept fully updated for each action and point of customer contact.

Essential Experience Needed

• A ‘can do’ and positive attitude towards work and personal development
• Experience as a Provisioning Specialist or in a similar role.
• Excellent communication skills, both written and verbal, with the ability to engage with customers, suppliers and internal staff through various channels effectively.
• Organisational skills and attention to detail to manage and prioritise multiple orders and tasks simultaneously.
• Ability to manage your own workload.

Desirable Experience

• Experience as a Provisioning Specialist or in a similar role.
• Proficiency in using Salesforce CRM software and other project management tools including Microsoft packages to help manager orders.
• Strong understanding of the telecom industry, particularly order provisioning of phone systems and data connectivity.

COMPANY BENEFITS

• Full training provided
• Modern office environment with an excellent company culture.
• Regular company and team social events, including Summer and Christmas parties.
• Pension scheme.
• 1 additional annual leave day for each year of service (capped at 5 additional days)
• BUPA healthcare cover after probation period.
• Referral program.
• Onsite free parking.
• Complimentary tea and coffee facilities.

OUR CULTURE

At Simplicity Group, we place great emphasis on our company culture. We believe that teamwork is essential to our success and strive to foster a supportive and collaborative environment. As a company that invests in its employees, this is a rare opportunity to join a dynamic and high-performing team where personal growth and development is encouraged.

EQUAL OPPORTUNITIES

Simplicity Group Ltd is committed to equal employment opportunities and considers all individuals for employment regardless of their background, with a focus on merit and qualifications for the job. All candidates will be subject to necessary identity, security, and reference verifications as part of the recruitment process. The company respects the privacy of all individuals and handles personal data in accordance with General Data Protection Regulation (GDPR) and related best practices. The processing of personal data is carried out in compliance with Simplicity Group Ltd’s recruitment processes.