Manage back-office telecom operations such as service activation, troubleshooting, and customer provisioning. Collaborate with technical teams for escalations and service optimization.
- Handle day-to-day support tasks including data processing, order fulfillment, and escalations
- Follow SOPs(standard operating procedures) and ensure SLAs are met with precision and consistency
- Maintain customer and internal documentation systems with up-to-date records
- Collaborate with technical teams for escalations and service optimization
- Prior experience in back end technical support or BPO support (voice/non-voice)
- Understanding of telecom processes such as SIM activation, porting, provisioning, billing, etc
- Good communication and documentation skills
- Familiarity with CRM and ticketing tools (Seibel, Freshdesk, etc) is a plus
- Flexible to work in shifts is mandatory
- Prior experience in back-office operations for mobile telecom operators or broadband/IPTV is a plus
