Order Management Coordinator chez BTC Broadband

Description

I. POSITION SUMMARY:

The Order Management Coordinator is responsible for provisioning and scheduling residential and business service orders, customer premise equipment, software, and services. Order Management functions include coordination and collaboration with First Level support, ISP, MSP (Tech Protect) and Information Systems (IT) departments to assist with accomplishing service objectives and installation.

II. ESSENTIAL FUNCTIONS:

A. Order Management:

• Work service orders by entering and provisioning in a timely manner.
• Work with customers on scheduling for tech arrival. 
• Porting numbers in and out of service. 
• Prepare orders for closing by checking for completeness of information.
• Updating street address data and 911 information. 

B. Order Management: Change Management:

• Process service orders to deliver services in a timely and efficient manner.
• Facilitate and document service transitions and qualification. 
• Assist with configuration, and documentation of services and related customer premise equipment.
• Work with OSP to maintain accurate facilities records in OSS. 

C. Participate in Projects:

• Work with project teams under the supervision of the project manager.

D. Performs other related duties as assigned by management.

Requirements

III. EDUCATION, EXPERIENCE, AND SKILLS:

The required specifications (education, experience, and skills) are those that the employee must have to hold the position. Applicants applying for this position must possess the required specifications in order to be considered for the job. The desired specifications are those that are not required for the employee to hold the position, but the employee should try to obtain the desired education, experience, and/or skills to be effective and successful in the position.  

• Required education: High school graduate or equivalent.
• Desired education: 2-year College degree in a technology related field, relevant certifications and/or training. 
• Required experience: 1+ year experience with technical support
• Additional desired experience: Any mix of the following: LAN and ISP network fundamentals and protocols, Wi-Fi, PBX, telecommunications, call center experience.
• Required skills: Attention to detail, critical thinking, and analytical skills. Ability to work effectively with internal and external customers in a team environment. Proficient in use of Windows desktop operating systems and standard office applications. Basic home and small business LAN setup and troubleshooting. Diagnostic, troubleshooting, and problem-solving skills for typical user issues. Ability to solve common problems independently, quickly, and completely. Communicate clearly and effectively with customers, peers, supervisor, and other department members through verbal and non-verbal communication. Dexterity and familiarity with hand tools. 40+ WPM.
• Desired skills: Aptitude for learning new material quickly. Able to take the initiative and to work with or without regular supervision. Process documentation and diagram skills.

IV. PHYSICAL REQUIREMENTS:

• Seeing - Must be able to read reports and use computer: 75 - 100%
• Hearing - Must be able to hear well enough to communicate With employees and business contacts: 75 - 100%    
• Standing/Walking: 0 - 24%
• Climbing/Stooping/Kneeling: 0-24% 
• Lifting/Pulling/Pushing: Must be able to lift at least 40 lbs: 0 - 24% 
• Fingering/Grasping/Feeling - Must be able to write, type, and use phone system: 75 -100% 

 V. Please list any additional criteria that should be recognized in evaluating the scope and impact of this position.  

• Must maintain valid Oklahoma driver’s license. 
• May participate in on-call rotation with other department members. 
• Must be able to switch between tasks frequently. 
• Must be able to work under pressure and work professionally with users that may be difficult.

Working Conditions: Typical office environment working conditions (climate controlled at a desk).

Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.