Product Support Senior Provisioner

Full-time - Entry Level

Hybrid - Louisville, KY

Administrative and Support Services

About the position

This position is focused on supporting data carriers in the wholesale business space, specifically managing order processing functions related to Access Service Requests (ASR) for communications wholesale providers. The role requires balancing multiple tasks and critical deadlines while ensuring excellent customer service and communication.

Responsibilities

• Manage order processing functions for Access Service Requests (ASR) related to communications wholesale providers.
• Facilitate daily calls with vendor and customer teams.
• Read and interpret ASRs to establish the current telecommunications environment and translate to the requested service.
• Communicate with internal resources to obtain necessary information for internal orders.
• Track multiple types of orders simultaneously and resolve service issues.
• Assist with special projects as assigned by management.
• Train and educate other departments or individuals as needed.
• Participate in Quality Assurance program by auditing vendor cases and providing feedback.
• Interface with customers to provide updates on order status and resolve questions or issues.
• Proactively advise customers of delays or changes.

Requirements

• 5+ years of ASR ordering/provisioning experience.
• Significant attention to detail and excellent project management skills.
• Excellent customer service skills and professionalism.
• Strong written and verbal communication skills.
• Organizational and time management skills.

Nice-to-haves

• Associates degree or higher preferred.
• A sense of urgency and concern for sensitive customer issues.
• Proven experience in a Customer Service / Service Delivery / Provisioning role.
• Strong analytical and problem-solving skills.
• Proficient in Microsoft Office, including Excel, Word, and Outlook.

Benefits

• Flexible time off for exempt associates.
• Paid time off for non-exempt associates.
• Tuition reimbursement.
• 10 weeks of parental leave with gradual return.
• Adoption assistance.
• Fertility coverage.
• Spousal and domestic partner benefits.
• Charity gift matching.
• Employee stock purchase plan.
• Retirement contributions with employer match.
• Organizational growth potential through online learning platform.
• Access to Employee Resource Groups.