Implementation Consultant - Telecommunications Company Australia (Home Based Full Time) in National Capital Reg, Philippines

at Virtual Coworker

Management Consulting
Management Consulting
Minimum Qualification
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

A leading provider of fixed wireless broadband solutions for business and campus environments across Australia. They own and operate Australia's leading Fixed Wireless Ethernet broadband network for business providing near blanket coverage across metropolitan Australia.


• Run a report to obtain a list of orders to be actioned for the day
• Validate each new order or cancellation by:
-Confirming paperwork is attached, signed and correct
-Information matches in the system
-Assess the service orders feasibility
-Email or phone the customer
-Assign orders to a Service Delivery Consultant
-Process orders
• Respond to customer emails
• Monitor the Service Delivery Case Queue and assign each case as required
• Prioritise orders based on timeframe for delivery including escalations from management
• Monitor chatters and respond accordingly in a timely manner
• Daily Validation report to the business
• Daily Cat Z report for Sales to the business
• Other tasks as directed

Service Delivery
• Validation and Ordering off Off-net orders
-critical updates to the customer
-weekly updates on progress on delivery completion date
-following of order through to completion
-Organizing routers if required
-Interaction with other teams within the business to generate accurate handover documentation, keeping workflow updated
-Completion notifications to the client along with notification to billing of completion.
-Placing all third party orders with off net providers for services such as
-Voice: ISDN, PSTN, SIP,
-Data: ADSL, MBE, Fibre, all modes
-Cloud: Data Centre and associated products
-Managed Services: Hardware as a service (HaaS)
• Validation of On-Net orders
-creating cases for other teams to allow implementation of their on net orders 
-ensuring orders are valid with appropriate supporting paperwork
-site contact supplied
-allocation of Service Delivery Coordinator
-assessing desktop survey to see if simple or not simple for ordering
-organising assessment by Facilities if base station at capacity or deemed not simple in delivery

• communication with customers on daily basis, ensuring that all queries and updates are provided in a timely manner

• Support for an Implementation Coordinator by way of, but not limited to the following tasks;
• placing service delivery orders for Off-net services, monitoring and contacting the Implementation Coordinator by way of critical updates on a daily basis.
• creating build cases for other team interactions allowing delivery of your services
• highlighting critical issues, delays and customer queries
• completion notifications
• sending completed items to billing

Customer Experience
• Think the customer first, would I be happy with this experience? If not alert someone or do something to help.
• Bring to the attention of the Customer Experience Manager any issues that cannot be contained or resolved by yourself.
• Creation of Escalation Matrix along with technical updates for the Carrier Teams to enable informed support to be carried out

• Updating of Cognitio (internal Wiki) on any existing documented items that require review
• Creation of Cognitio files to enable sharing of knowledge amongst the team and yourself as and when you learn new items.


• Excellent Customer Service experience
• 2 to 3 years of relevant work experience
• Order management experience a big plus
• Capable of working in a fast paced environment
• Good at meeting SLAs
• Thorough and has good coordination skills
• Highly organized and detail oriented
• Experience within a telecommunications environment an advantage, though not essential
• Proficient with the Google suite of products (Google Mail, Hangouts, Drive, Sites, Maps and Earth)
• Excellent verbal and written communication
• Organized and able to meet deadlines
• Able to prioritise tasks and orders effectively

  Apply Now

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