Senior Specialist - Voice - Telecom : Networking

Job Summary

This role supports high-priority order management for complex telecom customers by applying strong networking and customer satisfaction skills. The individual assists with escalations, collaborates with order managers for accurate and timely fulfillment, and ensures compliance with quality and process standards. They contribute to key performance metrics and foster a positive, motivated team environment.

Key Responsibilities

1. Support order fulfillment using telecom networking expertise by assisting order managers with priority and complex customer orders.
2. Expedite issue resolution by applying customer satisfaction management skills to handle escalations and bespoke solutions.
3. Assist on customer calls with order managers, providing telecom networking input for challenging scenarios.
4. Execute process adherence using solution mindset to ensure all orders meet compliance and quality standards.
5. Monitor and drive customer satisfaction and key performance indicators by applying communication skills in stakeholder interactions.
6. Participate in team skill development initiatives by engaging in training and sharing telecom networking knowledge.
7. Contribute to team motivation and engagement by supporting a collaborative and achievement-oriented environment.
8. Ensure retention of team members by fostering a positive atmosphere and supporting individual growth.

Skill Requirements

1. Good Understanding Of Telecom Networking Concepts And Their Application In Order Management.
2. Experience With Customer Satisfaction Management In Telecom Or Networking Environments.
3. Strong Communication Skills For Effective Team And Stakeholder Interaction.
4. Solution Mindset For Resolving Order Fulfillment Challenges And Escalations.
5. Familiarity With Key Performance Indicators And Process Compliance In Telecom Operations.

Other Requirements

1. ITIL Foundation certification (optional but valuable).
2. Cisco Certified Entry Networking Technician (CCENT) or equivalent (optional but valuable).