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Tech Support Associate

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Infosys

Tech Support Associate

Queretaro, MexicoPosted 5 days ago

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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).

About Infosys

https://www.infosys.com

Size: 10,000+ employees
Industry: Consulting

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