Team: Service Delivery

Location: Dublin (Hybrid working model)

Reporting to: Service Delivery Manager

Overall Objectives of the Job:

The Provisioning Agent will work within the Service Delivery Team to act as a point of contact for multiple customer orders. Their responsibilities include ongoing customer interaction, timeline and critical task management, coordination across multiple groups and resources and resolving order-related issues.

There will be significant interfacing with sales agents and other staff members. The ideal candidate will possess excellent critical thinking skills, communicate well with all levels of personnel and be highly organised.

The Provisioning Agent will:

  • Provision Broadband orders with wholesale carriers via telephone, email and/or dedicated online order systems.
  • Follow and apply router configurations to hardware devices based on engineering templates.
  • Carry out post-installation checks on all Broadband orders.
  • Escalate orders and queries internally or with suppliers where necessary.
  • Liaise with partners and suppliers to resolve order processing issues, providing regular updates.
  • Ensuring suppliers’ portals are kept up to date (in real-time) for the purpose of ordering and obtaining order updates.
  • Carry out related reporting and updates for new orders, service relocations/ports/cancellations.
  • To handle and manage porting for both National and International numbers.
  • Plan and manage your own workload in line with team performance targets and customer satisfaction.
  • Adhere to all documented processes & procedures.
  • Manage ad hoc projects and undertake additional tasks and responsibilities to ensure timely service delivery.

 

Customer orders will include, Porting - In, Porting - Out, Add, Moves and Changes, Activations of multiple product options, Disconnects of multiple product options and Information queries.

Skills

  • Must be able to easily learn and use new software programs.
  • Excellent customer service skills.
  • Ability to manage multiple priorities and resources in a dynamic environment.
  • Must possess initiative with strong analytical and problem-solving skills.
  • Strong verbal and written communication skills.
  • Strong interpersonal, organisation and planning skills.
  • Ability to effectively communicate with internal and external customers.
  • Must display great attention to detail.
  • Comfortable making presentations and facilitating meetings.

Qualifications

  • Must possess excellent MS Office skills.
  • ITIL/PRINCE2/PMP desirable.

 


How to apply:

Please apply to HR@iptelecom.ie with a CV.

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