Provisioning Co-Ordinator

Full-time / South East

Business Background


AdEPT Technology Group is an award winning, highly customer-focused and forward-thinking business with significant annual growth year on year – growth that is creating opportunities for the right individuals to carve out excellent careers within the technology industry. 


AdEPT is structured as a Group with operating entities running as distinct P&L’s.  Within each of these P&L’s there is a discrete Senior Management Team (SMT) with significant autonomy.


Focused on providing solutions that incorporate Networking, Unified Communications & IT capability within a unified wrapper, AdEPT offers strategic solutions alongside existing service offerings, all the while creating, building and maintaining excellent relationships with our clients.


Role in Brief


To process and manage Connect orders. To communicate effectively both internally and externally, providing updates to customers, managers and 3rd parties. To provide administrative support to the Billing & Provisioning Manager.


This is an exciting opportunity for an ambitious Provisioning Co-Ordinator to join and add value to a growing, ambitious and friendly organisation.


The responsibilities fall into the following areas;


  • Manage provisioning requirements for both new and existing customers – Be able to process and manage all order types across the company’s portfolio. Keep customers up to date with their order journey and working to SLAs and deadlines with supplier to ensure we deliver accurately and on time.
  • Customer Service – Be responsible for any customer queries which may come in via email or phone and delegate appropriately if the query falls out of your remint. This includes management of the department’s inbox ensuring it’s kept up to date and organised.

Key Responsibilities


Provisioning


Incorporating;


  • Log process and manage the provisioning requirements across all network related products
  • Ensure full order journey is logged on the company’s CRM system
  • Work closely with suppliers, Engineering & Sales teams to ensure we deliver the service and efficiently as possible
  • Provide support to Billing & provisioning Manager to implement new processes with the department
  • Advise Customers and internal teams on ordering processes and costs
  • Provide support and cover when required for others within the team
  • Provide support to Billing & provisioning Manager to implement new processes with the department

Customer Service


Incorporating;


  • Ensure All enquiries and orders are logged on the ticketing system and customers are kept updated.
  • Answer Overflow Switchboard & Helpdesk Calls
  • Advise Customers and internal teams on ordering processes and costs
  • Manage all faults relating to international carriers, ensure suppliers are hitting SLAs and customer is kept up to date throughout the process
  • Be able to provide information and advice to customers queries regarding their existing account and services
  • Build repour with customer and ensure we go above and beyond wherever possible
  • Work closely with Account Managers to ensure they have what they need to provide the best possible service to the customer

Department Organisation Structure


Reports to the Billing & Provisioning Manager


Skills / Interests Required


  1. Understanding of basic help/service desk operations.
  2. Must be computer literate (Software/Hardware).
  3. Use of Microsoft Office Applications.
  4. Good Communication Skills.

Experience Required


Essential & demonstrable


  • Experience with Telephony or VoIP would be beneficial.
  • Experience with or Customer Service

Work with us

Interested? Send us some information about yourself and specific role and we’ll contact you back as soon as possible.