Service Delivery Coordinator I

Nitel is a leading Managed Service Provider specializing in secure, flexible Network-as-a-Service (NaaS). Our software-driven approach empowers businesses with cutting-edge network architectures, optimizing performance and security.

We value collaboration and thrive in a fast-paced environment where open communication is key. Join us!

If you think you are the right match for the following opportunity, apply after reading the complete description.

The Position

You thrive in a collaborative environment, acting as the central hub for communication between Client Project Managers, carriers, and other external and internal customers.

You expertly address inquiries related to ongoing orders, ensuring all parties are informed and up to date. When complex situations arise, you leverage your strong communication skills to engage the necessary departments, forming a cohesive team to tackle any challenge.

Your expertise extends to coordinating seamless installations and activations for a range of telecom products, from straightforward data lines to moderately intricate setups.

In this role, you play a pivotal role in ensuring the successful and timely completion of telecom projects.

Your Playbook

• Actively monitor order progression with carriers by conducting weekly check-ins. This ensures orders adhere to defined milestones and are delivered on time.
• Simultaneously communicate with carriers, Client Project Managers, and other relevant Nitel departments regarding order progress or any changes that may affect the order flow.
• Identify high-priority requests and escalate them promptly, ensuring timely resolution.
• Consistently respond to inquiries within established timeframes using various communication channels, such as phone, Microsoft Teams, and email.
• Meticulously maintain the internal CRM order management system by updating order statuses, attaching key documents, completing designated tasks, and populating essential data.
• Excel at setting priorities, developing efficient work schedules, tracking progress towards goals, and meticulously keeping an eye on details, data, information, and ongoing activities.
• Effectively communicate information in a clear and concise manner.
• Cultivate positive relationships with both internal and external customers.
• Confirm that carrier services are fully delivered as per the contract and possess a comprehensive understanding of the end-to-end provisioning process.

Skills You Bring to the Field

• B2 Minimum English Proficiency (written and spoken)
• High School Diploma or equivalent
• 6 months 1 year customer service or project coordination experience
• Proficiency with Microsoft Office Suite (Teams, Word, Excel, PowerPoint, Outlook)
• Ability to prioritize tasks, manage a high volume of emails, and maintain a well-organized schedule to meet deadlines in a fast-paced environment
• Demonstrated ability in handling networking deployments
• Ability to set proper expectations and establish expectations
• Active listening skills to fully understand customer needs
• Background in telecom or technology products and services, preferred
• CCNA certification, preferred
• Knowledge of project management fundamentals and best practices, preferred
• Critical thinking skills, preferred
• Ability to work with minimal supervision, preferred

Your Victory Dance

• Quality Performance, a critical component in the monitoring of conformance to specifications of our CRM system, communications, and order documentation.
• Revenue Performance, percent of attainment against your monthly revenue goal based on your total assigned orders.
• Nitel Training computer-based training, successful and timely completion of all assigned training CBTs by requested due dates.
• Customer Feedback, feedback is solicited and collected from internal and external customers you support.
• Order and Task Intervals, adherence to order and task SLAs to ensure orders are delivered upon interval commitments.
• Attendance, the percentage of punctuality and timecard entries over the course of a monthly basis.

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