Operations/Telecom Support Analyst

Introduction:

As an Operations/Telecom Support Analyst, you will play a crucial role in ensuring smooth service delivery, migration, and customer support for telecom IT services. You will be responsible for managing customer engagements, tracking orders, resolving issues, and maintaining high customer satisfaction throughout the service provisioning and decommissioning processes.

Responsibilities:

• Serve as the primary point of contact for customers during service provisioning, decommissioning, and migration activities.
• Manage and track customer engagements to ensure successful delivery results and high customer satisfaction.
• Submit, monitor, and track migration and disconnection orders in customers'' systems.
• Coordinate with internal teams, vendors, and technical stakeholders to resolve order, provisioning, and service-related issues.
• Monitor post provisioning and decommissioning activities to ensure smooth customer transitions aligned with agreed plans.
• Respond to customer inquiries and helpdesk tickets, troubleshoot issues, and provide timely resolutions during transition and hyper care periods.
• Identify risks, delays, or service gaps and escalate complex issues through defined escalation paths.
• Maintain accurate documentation of orders, issues, resolutions, and customer interactions in tracking systems.
• Prepare status updates, trackers, and reports related to fulfillment progress, transition health, and service outcomes.
• Conduct post cutover customer follow-ups to assess satisfaction with the transition from legacy to target products.
• Track and report customer satisfaction (CSAT) metrics across wireline and related products, highlighting trends and improvement opportunities.
• Ensure all activities comply with organizational standards, customer requirements, and service level objectives (SLOs).

Requirements:

Essential Skills:

Role - Analyst, Preferred Skills - Strong verbal and written communication skills with a customer-focused mindset. Ability to manage multiple tasks and priorities in a fast-paced, operational environment. Strong coordination and problem-solving skills, with attention to detail and follow-through. Comfortable working across systems for order management, ticketing, tracking, and reporting. Willingness to learn and operate across multiple functional areas as business needs evolve. Ability to work collaboratively with cross-functional and technical teams.

Education Experience:

Bachelor''s degree or equivalent preferred. Entry Level Candidates or candidates with 2-4 years of experience in operations, customer support, service delivery, or telecom IT services are encouraged to apply. Experience in migration programs, order fulfillment, customer support, or service operations is a plus.

Desirable Skills:

Skills: Telecom Data and Analytics

Experience Required: 2-4 years