Tech Support Associate

Role Summary
We are seeking a detail-oriented Order Entry Associate to manage end-to-end order processing and validation within telecom/order management systems. This role ensures accurate order capture, compliance adherence, and seamless coordination across teams to support timely service delivery and operational efficiency.

Key Responsibilities

• Manage order intake and task creation by reviewing orders submitted through CPQ tools (e.g., Salesforce, IFO).
• Perform order validation including:
  • Compliance checks on all incoming orders as per SOP.
  • Validation of product codes, pricing, and contractual terms
  • Verification of customer details, service location, and technical specifications against approved quotes
• Validate completeness of order details and ensure all required documentation is attached.
• Work on assigned orders/cases and coordinate with Sales/CCM teams to resolve missing or incorrect information.
• Update internal systems with correct circuit IDs, service attributes, and billing details.
• Accurately enter validated orders into inventory and provisioning systems
• Communicate order status updates to requestors and resolve discrepancies promptly.
• Collaborate with Sales, Provisioning, and CCM ( Customer Care Manager) to resolve order-related issues.
• Escalate delays to ensure SLA adherence.
• Provide timely communication to stakeholders on order status, risks, and exceptions.
• Identify process gaps and recommend improvements to enhance efficiency and accuracy.

Required Skills & Experience

• Understanding of telecom order management processes.
• Familiar with Salesforce, VFO and inventory/provisioning systems.
• High attention to detail with good data validation and compliance skills.
• Ability to manage multiple priorities and work cross-functionally in a fast-paced environment.
• Familiarity compliance requirements and telecom provisioning workflows.
• Fluency in written and verbal communication.

Preferred / Nice-to-Have

• Experience with reporting and visualization tools such as Power BI.
• Knowledge of telecom service provisioning and order lifecycle management.
• Exposure to process improvement methodologies and automation initiatives.
• Familiarity with ITIL practices or ticketing tools (e.g., ServiceNow).