Provisioning Support

The Provisioning Support will be responsible for managing customer service provisioning and support activities. The Provisioning Support will also maintain a thorough knowledge of all company products and services assuring that all customers/vendors are aligned with the different order processes. The Provisioning Support is responsible for ensuring that all orders are processed accurately and within the suggested timeframe.

Job Requirements:

• Manage customer service provisioning and support activities, recognizing that these are closely connected with the day-to-day customer experience
• Be a critical member of the team that owns and controls overall customer service experience
• Provide a single point of contact to customers
• Provide advice, guidance and the rapid restoration of normal services to customers

 

Key responsibilities include:

• Placing orders on the local fibre company portal and working with customers to advise them of the install process
• Managing, coordinating and resolving Incidents & service requests as quickly as possible, drive and improve service to and on behalf of the business
• Making an initial assessment of requests, attempting to resolve them or refer them to someone who can, based on agreed service levels
• Managing customer provisioning and fault jeopardy conditions
• Reporting compilation, develops improvement plan for critical service issues where necessary
• Attending to inbound calls regarding all products and services
• Keeping Customers informed on request status and progress
• Recording all feedback received before forwarding them to the relevant channels for improvement

• Experience in provisioning telecommunication products is preferred
• Strong technical understanding of data & voice product provisioning and support
• Strong analytical and problem-solving skills
• Strong understanding of porting requirements
• Excellent communication skills
• Self-motivated person with high learning aptitude, resourcefulness and demonstrating initiative.
• Exceptional organisational, time management, and multitasking skills
• High attention to detail
• Ability to work autonomously and in a continually evolving team
• Seek and continuously identify improvements with processes or products, and implementing required change
• Experience with fault and change management processes including ticket handling
• Excellent English written and oral communications
• Ability to balance independent and team orientated work
• Amenable to work in Bonifacio Global City Taguig in an Early Morning Shift

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.