provisioning AgentStaff4Me

Outsourcing Service Delivery TasksProcess PurposeTo improve efficiency in order updates and manage the increasing complexity of order support for in-house staff by outsourcing standardized tasks to CallTek.Process ScopeOutsourcing service delivery tasks, including order processing, provisioning support, and provider coordination.Process Inputs
SAP Order Queue for closed orders and new orders requiring provider placement
Email requests
Provisioning phone queue
Service Delivery TasksWork Market Tasks
Move pictures from Work Market to Smart Sheets
Review and approve Work Market tickets for technician payments
Follow up with technicians on overdue deliverables via the Work Market platform
Follow up with technicians to ensure order completion via the Work Market platform
Conduct 24-hour follow-ups with technicians to confirm they are on schedule
Assign technicians to work orders
SAP Tasks
Commission completed sites using the Work Bench Tool
Smart Sheet Tasks
Update Smart Sheets with tracking information from SAP reports
Update Smart Sheet questions based on Work Market reports
Update Smart Sheet statuses using Work Market reports
Provisioning Tasks
Answer provisioning hotline and handle incoming provider tech calls for order updates or closures
Transfer calls outside scope to the provisioning team
Place orders with providers from the SAP queue (routed to CallTek daily)
Close orders with providers from the SAP queue (routed to CallTek daily)
Order Closing Process * Provisioning moves orders to CallTek's SAP queue for closure
CallTek follows the SageNet process to close orders by:
Validating the provider schedule via call or online order portal
Confirming whether the order is already closed
Capturing provider tech notes from the portal or provider communication
Confirming installation with the customer POC as outlined in the customer's KB page
Performing QC checks using the QC checklist
Updating the short text description field in SAP to indicate order completion
Closing remaining tasks on the order
Timelines:
First touch by CallTek within 4 business hours
Goal to close all orders within 16 business hours
ServiceNow (SNOW) Tasks
Monitor provisioning SNOW cases and incidents three times daily and route accordingly
Obtain required details for SNOW ticket requests
Complete SNOW tickets within 48 hours of receipt
UCASS Tasks
Receive UCASS port requests
Submit requests for ordering and porting numbers to the GoTo platform
Route completed tasks to the UCASS SME for validation and finalization
Prequalification Tasks
Receive quote requests from the internal team
Review quotes to determine the best product and locate an ISP
Submit ISP requests via portal, email, phone call, or ConnectBase
Complete and return the quote via spreadsheet or email to the telecom contract analyst or manager
Turnaround Time:
Standard quotes: 5 business days max
Large quotes: Up to 15 business days
Order Placement to Providers
To be onboarded as a separate activity after an evaluation period of at least six months on order closing activities
Process Output
Completed SAP broadband tickets and WBS records
Orders placed with providers
Documented activity in SAP tickets and project systems
System Access Requirements
SAP, Teams, and Provider Portals for Comcast, Cox, CenturyLink (IMA, Ease, Remote Control), Spectrum, Frontier, Verizon, AT&T PE, Suddenlink, GTT, Windstream
Exceptions to Normal Process Flow
If an order cannot be closed within 16 business hours, CallTek must escalate to the provisioning team
If unresolved within 24 business hours, the order should be returned to the provisioning queue for further handling
Orders with technical issues (e.g., modem installed incorrectly, missing modem, required demarcation extension) should be sent back to SageNet's provisioning team for correction
Control Points and Measurements
Service delivery training documents
Process documents and workflows
Technical RequirementsQualifications
Strong organizational and time management skills
Excellent written and verbal communication skills
Ability to work independently and prioritize tasks efficiently
Strong multitasking and problem-solving skills
Persuasive communication to engage end users and provider contacts
Attention to detail with a commitment to accuracy
Technical aptitude to understand service and provider nuances (e.g., IP addresses, modem settings)
Proficiency in web-based research and information retrieval
Preferred:
Previous telecom experience, preferably in broadband services
Previous project management experience
Staff4Me

General Santos City, South Cotabato
Permanent
Full-time