Order Management Support Engineer
Our Mission
NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. Our mission it to go beyond, creating meaningful experiences for our employees and customers. Our vision is to be the go-to ServiceNow Guide, creating extraordinary results, with ServiceNow.
NewRocket has been awarded the “2024 BEST Award”, “2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF)”, “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and “2023 ServiceNow Creator Workflow Partner of the Year”. We are #GoingBeyond
Come join our Crew!
Our Approach to Work
At NewRocket, people are not just the backbone; they're the heartbeat. We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. Here, it's not just about a job; it's about fostering a healthy work-life balance, creating a culture that thrives on collaboration and innovation, and supporting professional growth for individuals and teams.
We believe in creating meaningful experiences, not just for our clients but for every member of our crew. Your voice matters, your growth matters, and you matter. Join us for a journey where your uniqueness is not only recognized but celebrated, and together, let's create something extraordinary!
Telecom Order Management Support Engineer
Job Summary
The Telecom Order Management Support Engineer will be responsible for managing the complete lifecycle of telecom customer orders from order receipt through successful activation. The role involves validating customer orders, monitoring provisioning milestones, resolving order fallouts, coordinating with multiple internal and external stakeholders, and ensuring SLA compliance while delivering an excellent customer experience.
Key Responsibilities
Order Management
Manage end-to-end telecom service orders.
Validate customer order information before provisioning.
Monitor order progress across various systems.
Ensure timely completion of customer orders.
Track provisioning milestones.
Perform order status updates.
Order Fallout Management
Investigate failed telecom orders.
Identify root cause of provisioning failures.
Correct order data.
Re-submit failed orders.
Coordinate with engineering, provisioning and vendor teams.
Escalate aged or critical orders.
Customer Support
Provide order status updates.
Coordinate installation appointments.
Handle customer escalations.
Maintain professional communication with customers.
Operational Activities
Monitor SLA compliance.
Maintain daily productivity targets.
Prepare operational reports.
Update ticketing systems.
Participate in operational review meetings.
Required Skills
Telecom Skills
Telecom Order Management
Telecom Provisioning
Order Lifecycle Management
Order Validation
Order Fallout Analysis
Customer Order Management
Service Activation Process
Systems Knowledge (Preferred)
CRM Applications
Order Management Systems
ServiceNow
Salesforce
Provisioning Systems
Ticketing Tools
Technical Knowledge
Broadband Services
Fiber Services
Ethernet Services
Voice Services
Telecom Service Provisioning
Qualification
Bachelor's Degree
Diploma holders with relevant telecom experience may also be considered.
Experience
1-3 years in Telecom Operations.
Experience in US Telecom preferred.
Soft Skills
Excellent written communication.
Good verbal communication.
Strong analytical thinking.
Shift Requirements
Flexible to work permanent in UK/US shift hours.
Willingness to work weekends based on business needs.
Ready to support critical business escalations.