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Provisioning Agent
Staff4MeGeneral Santos City, South Cotabato, PH30+ days ago
Job type
- Quick Apply
Job descriptionMove pictures from Work Market to Smart Sheets Review and approve Work Market tickets for technician payments Follow up with technicians on overdue deliverables via the Work Market platform Follow up with technicians to ensure order completion via the Work Market platform Conduct 24-hour follow-ups with technicians to confirm they are on schedule Assign technicians to work orders Commission completed sites using the Work Bench Tool Update Smart Sheets with tracking information from SAP reports Update Smart Sheet questions based on Work Market reports Update Smart Sheet statuses using Work Market reports Answer provisioning hotline and handle incoming provider tech calls for order updates or closures Transfer calls outside scope to the provisioning team Place orders with providers from the SAP queue (routed to CallTek daily) Close orders with providers from the SAP queue (routed to CallTek daily) Provisioning moves orders to CallTek’s SAP queue for closure CallTek follows the SageNet process to close orders by : Validating the provider schedule via call or online order portal Confirming whether the order is already closed Capturing provider tech notes from the portal or provider communication Confirming installation with the customer POC as outlined in the customer’s KB page Performing QC checks using the QC checklist Updating the short text description field in SAP to indicate order completion Closing remaining tasks on the order Timelines : First touch by CallTek within 4 business hours Goal to close all orders within 16 business hours Monitor provisioning SNOW cases and incidents three times daily and route accordingly Obtain required details for SNOW ticket requests Complete SNOW tickets within 48 hours of receipt Receive UCASS port requests Submit requests for ordering and porting numbers to the GoTo platform Route completed tasks to the UCASS SME for validation and finalization Receive quote requests from the internal team Review quotes to determine the best product and locate an ISP Submit ISP requests via portal, email, phone call, or ConnectBase Complete and return the quote via spreadsheet or email to the telecom contract analyst or manager Turnaround Time : Standard quotes : 5 business days max Large quotes : Up to 15 business days To be onboarded as a separate activity after an evaluation period of at least six months on order closing activities Completed SAP broadband tickets and WBS records Orders placed with providers Documented activity in SAP tickets and project systems SAP, Teams, and Provider Portals for Comcast, Cox, CenturyLink (IMA, Ease, Remote Control), Spectrum, Frontier, Verizon, AT&T PE, Suddenlink, GTT, Windstream If an order cannot be closed within 16 business hours , CallTek must escalate to the provisioning team If unresolved within 24 business hours , the order should be returned to the provisioning queue for further handling Orders with technical issues (e.g., modem installed incorrectly, missing modem, required demarcation extension) should be sent back to SageNet’s provisioning team for correction Service delivery training documents Process documents and workflows Strong organizational and time management skills Excellent written and verbal communication skills Ability to work independently and prioritize tasks efficiently Strong multitasking and problem-solving skills Persuasive communication to engage end users and provider contacts Attention to detail with a commitment to accuracy Technical aptitude to understand service and provider nuances (e.g., IP addresses, modem settings) Proficiency in web-based research and information retrieval Preferred : Previous telecom experience, preferably in broadband services Previous project management experience
Outsourcing Service Delivery Tasks
Process Purpose
To improve efficiency in order updates and manage the increasing complexity of order support for in-house staff by outsourcing standardized tasks to CallTek.
Process Scope
Outsourcing service delivery tasks, including order processing, provisioning support, and provider coordination.
Process Inputs
- SAP Order Queue for closed orders and new orders requiring provider placement
- Email requests
- Provisioning phone queue
Service Delivery Tasks
Work Market Tasks
SAP Tasks
Smart Sheet Tasks
Provisioning Tasks
Order Closing Process
ServiceNow (SNOW) Tasks
UCASS Tasks
Prequalification Tasks
Order Placement to Providers
Process Output
System Access Requirements
Exceptions to Normal Process Flow
Control Points and Measurements
Technical Requirements
Qualifications
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Agent Agent • General Santos City, South Cotabato, PH