Service Provisioning Consultant
The offshore Service provisioning consultant will be responsible to provide the first level provisioning support to customers on all services offered by TIAB including Mobile, NBN, Hosted voice, SIP trunk and NMS services. They will be accountable for closure of all service provisioning tickets/requests logged by the customers in Assist and will coordinate with operational teams, other Symbio business units and partner to ensure requests logged in Assist ticketing system are closed as per expected timelines and within the agreed SLAs.
PEOPLE Build High Performance Team environment
• Follow agreed operational processes & procedures.
• Ensure the highest level of professionalism is always followed including excellent phone ethics.
• Complete provisioning tasks including porting activities and new service activations within SLA.
• Communicate provisioning status to service providers.
• Proactively extract data and monitor order status, coordinating with carriers for timely updates as required.
• Ensure all service provider queries are responded to within SLA.
• Offer in depth responses to all queries, ensuring service providers fully understand the situation.
• Communicate incorrect order to the service providers to ensure relevant and correct information is captured.
• Ensure all monthly reports are provided within SLA as requested by line manager.
• Identify training needs for self and service providers.
• Recommend updates to training documentation and modules as required.
• Educate the customer where possible, regarding issue resolution to enable self-resolution in future, where necessary.
• Respond to queries from direct and extend teams via team’s channel, email or call in a timely manner.
• Assist service assurance team should the need arise which include but not limited to taking calls to aid queue and respond to customer’s queries, action tickets/email
• Attend to operational activities as assigned by the Team lead and management where necessary.
PROFIT Business Strategy and Performance
• Collaborate with internal teams and external vendors to ensure smooth delivery of services.
• report performance KPI for the function.
• Ensure all weekly, monthly and adhoc reports, as required by the management, are made available on time.
PLANET Sustainable Development Goals (SDG) alignment
• Establish and maintain effective working relationships with customers within the assigned portfolio, peer groups and internal stakeholders
• Contribute to the Corporate sustainability goals, e.g. Net Neutral Targets
• Stakeholder/Manager feedback
• Provide recommendation to Manager on future improvements
Qualifications and Experience
• Qualifications (compulsory information) – Bachelors in Computers or equivalent qualification
• Number of years of experience – Atleast 2 years in Telecom operational support and service delivery roles
• Technical knowledge of telecommunication technologies including mobile, NBN, Ethernet, SIP trunks, Hosted voice, VoIP, etc
• Proficiency with Microsoft Word, Microsoft PowerPoint and Microsoft Excel
• Proactive, can-do attitude
• Demonstrated initiative and customer focus approach
- Role type
- Information Technology Support
- Locations
- Uptown Place, Bonifacio Global City, Taguig
- Remote status
- Hybrid
- Work Schedule
- AEST
- Shifting Schedule?
- false
- Shifts with Daylight Savings?
- true
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.