Provisioning Engineer

Responsibilities:

• Process platform software provisioning requests for customer facing services, allocating telecom resources and features (CNAM, Vanity lookup, SIP Trunk) in accordance with internal procedures and SLAs;
• Manage orders of Local DID, International DID and Toll Free for customers through various carriers’ portals;
• Interact with carriers in order to troubleshoot routing issues with phone numbers;
• Work closely with Operations teams to deliver the complex customers’ features and requests
• Collaborate with Sales, Professional Services, Sales Operations teams to process customer related requests;
• Follow up on pending cases and escalations;
• Collaborate internally and with other teams to ensure efficient workflows, processes, and resource support;
• Monitor for status updates, update corresponding tickets
• Provide updates to customers and internal teams
• Ensure exceptional customer service to both internal and external customers

Required skills:

• Minimum 5 years work experience as Tech Support Engineer, Provisioning Engineer or similar roles
• Accountability and positive team attitude
• Readiness to do repetitive work with accuracy and attention to details;
• Ability to multitask while getting things done;
• Understanding of PSTN, IP-telephony, SaaS solutions and call center specifics;
• Basic knowledge of UNIX/Linux command line interface;
• Experience working via ticketing systems
• Excellent verbal and written English communication skills