Job Description

Position: Senior Provisioning Analyst

Duration: 12 month contract to hire

Location: Remote, based in Austin, Tx 78750

Required Skills & Experience

• 5+ years of ASR ordering/provisioning experience
• Significant attention to detail and excellent project management skills as you will be required to balance multiple tasks and critical dates simultaneously.
• The ability to exceed the customer’s expectations, have excellent customer service skills and maintain professionalism.
• Excellent communication skills (written and verbal), organizational skills and time management skills required.
• A Sense of Urgency and the ability to discern and be concerned with sensitive customer issues.
• Proven experience in a Customer Service / Service Delivery / Provisioning role

Nice to Have Skills & Experience

• Associates degree or higher preferred
• Strong analytical and problem-solving skills
• Proficient in Microsoft office, including Excel, word, & outlook

Job Description

Insight Global is hiring for a Senior Provisioning Analyst to support our telecommunications partners by provisioning Access Service Requests (ASR’s) and analyzing trends/patterns relating to the successful ordering of telecommunications equipment. The core of this role will include supporting ASR ordering practices across ethernet, transport, EVCs for various speeds and activity types of new, rehomes, disconnects, etc. and you will work directly with the customers and clients to ensure satisfaction and that expectations are being met.

Responsibilities include:

• In depth understanding of Access Service Requests (ASR) with proven experience. This can include ASR order types such as ethernet, transport, EVCs for various speeds and activity types of new, rehomes, disconnects, etc.
• Compile and analyze reports and data surrounding ASR rejects, training problems, and system problems.
• Research and analyze areas for operational efficiency when it comes to order handling.
• Facilitate calls with vendor and customer teams
• Read and interpret ASRs to establish the current telecommunications environment and translate/transition to the requested service.
• Communicate with internal resources to obtain any necessary information to complete internal orders for the provision of services and follow up to ensure response.
• Assist in the training and education of other departments or individuals in the company as needed.
• Responsible for delivering a service which provides excellent customer experience
• Participating in Quality Assurance program by auditing vendor cases, providing insightful QA coaching and providing valuable feedback during QA calibration calls.
• Interface with customers with updates on order status and resolve questions or issues
• Proactively advise customers of delays or changes - Coordinate the escalation of orders
• Monitor work queues and order assignment

The compensation range for this position varies based on years of experience but can be anywhere between $55,000 and $70,000 per year.

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