Order Provisioning Specialist

About Intermedia:

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!

Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.

Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!

Are you ready to make your mark?

About the Role:

While primarily remote, this role may require occasional visits to the Bristol office or London.

We are seeking the newest Provisioning Specialist to join Intermedia’s Global Order Provisioning team. In this role, you will be reporting directly to the Sr. Manager, International Order Provisioning and will be responsible for all aspects of order management for a high volume of work orders where accuracy is essential. Orders may be complex and typically involve project management to perform quality assurance check, submit, manage and complete orders for number porting, service provisioning including billing and 911 information, and number inventory management. Provisioning Specialist interact with internal and external customers, and partners to obtain necessary paperwork, advise on order status, work through issues, schedule and coordinate number porting and services changes. Most interaction is through written order paperwork, case management systems, and written communications (i.e., email). As part of joining our team, the individual’s emphasis may shift over time. The individual may also be required to work specified hours for coverage purposes, and these may change from time to time.

What you will be doing:

Problem Solving

• Determines what needs to be done using established procedures and instructions.
• Uses basic analytical skills such as verifying data/information, checking calculations, testing functionality and inspecting forms for accuracy and compliance to resolve routine to moderate problems. For example, requests/orders are often unclear, and conflicting information is presented by the customer, position determines how to proceed based on most likely scenarios.
• Use judgment to determine when to seek assistance and refer non-routine problems. For example, troubleshoots issues such as inventory and porting orders not activating properly in our carrier’s systems. Works with carrier and/or escalates internally to resolve.

Autonomy

• Work performed in accordance with established written/verbal procedures or instructions.
• Once trained, works orders are assigned by function and product line. Regular supervisory meetings and refers exceptions to supervisor.
• Responsible for managing their time within general guidelines and SLAs to get workload done.

Decision Making

• Makes decisions on routine issues and escalates exceptions to lead or supervisor.
• Manages own order intake for assigned product line/channel/function to ensure SLAs are met
• Responds to requests from internal stakeholders including sales/support management and clarifies what we do/don’t support and what they need to do
• Escalates order issues externally with our carriers and/or internally to support teams.

Interpersonal Skills

• Most interaction is via written orders received from order/case management tools, email and fax.
• Uses many standard email templates as base, then revises each to address specifics of each order accurately and clearly to customers, partners, sales, and support teams.
• Provide clear handoffs to customers, other team members, or other internal departments.
• May interact with customers and partners via phone and/or regularly with carriers; competently explain order issues and agree on next steps.

Functional (Technical Skills) Requirement

• Porting experience with EMEA fixed-line port orders is essential
• Demonstrated ability to learn different tools/systems
• Working knowledge of relevant inventory, porting and provisioning tools
• Knowledge of Microsoft systems and applications

What you will bring to the role:

• Bachelor and/or Associate degree, or equivalent experience in related field preferred
• Minimum 3 - 5 years business experience in order management; telecom customer service, and porting experience with focus on fixed line
• Accuracy and efficiency
• Proficient in written and spoken English
• Ability to prioritize own workload based on established practices and procedures.
• Professional attitude, reliable
• Organized self-starter
• Ability to communicate effectively verbally and in writing.
• Ability to quickly build solid customer relations and work well with team members.

Diversity, Inclusion, and Equal Opportunity

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.