| General Summary:
The Trunk / PRI Provisioner position is responsible for the overall service delivery of Mpower’s Trunk and PRI T1 products. This includes order receipt, order entry, loop ordering, customer coordination, conversion scheduling, testing, and bill activation. The Trunk/PR Provisioner’s primary directive is focused on providing high quality customer service experience and timely product delivery. Specifically, the provisioners within this team are responsible for day-to-day systems order creation, LSR/ASR FOC date management, managing loop acceptance coordination, order administration and scheduling with customer, vendor, and Mpower field services personnel, maintaining a strong working understanding of each ILEC’s number porting processes, and ensuring accurate/timely bill generation. In addition, specialized responsibilities include: a working understanding customer PBX and key systems applications, LAN topology and systems, T1 service delivery procedures, PSTN, TCP/IP internetworking, , and fundamentals of outside plant circuit design and testing.
Essential Job Functions:
- Strong voice networking skills. Candidate should have past experiences with switches, PBX’s, number portability process, voice services provisioning, or voice services installation or support.
- Strong understanding of LSOG/LSOR business rules for submitting LSR/ASR to RBOCs including, but not limited to, NC/NCI codes, CFA assignment, CSR verification, and trouble ticketing methods and procedures.
- Experience in coordinating ILEC order issuance, order tracking, circuit design, and testing of HICAP broadband services, including but not limited to, Frame Relay, ISDN, T1, and/or xDSL technologies .
- Demonstrated ability in coordinating real-time voice conversions between the carrier, customer, vendor, and internal staff on local and long distance number porting using LSR, SOA, and NPAC through standardized SS7 network applications. This also includes principal knowledge of ILEC organizational structure and their generally accepted escalation methods and procedures.
- Strong organizational skills and ability to pro-actively manage order backlogs; ensuring timely and pro-active customer/vendor contact, properly coordinated conversions, large DID number port management with ILECs, vendor updates, billing system preparation/accuracy, and interdepartmental order coordination processes.
- Proven experience in customer service communication channels including common call center practices, professional written documentation, exceptionally strong verbal communication skills, and communication with sales staff.
Knowledge, Skills, and Abilities:
- Strong working understanding of voice networking fundamentals; ie. Traditional voice applications, PBX environments, wiring, traditional Class 5 switching fundamentals, and service variations such as Trunk, PRI, POTS, Ground Start, Loop Start Trunking, etc….
- Good working understanding of various network inventory elements; ie. DS1 circuits, DS3 circuits, Optical, DSX panels, DACS units, cross-connects, common inventory languages, relay racks, panels, jacks, multiplexed ports, DTC/DTCI switch ports, and CFA.
- Experience in constructing LSOG compliant LSR/ASR requests for local loops while adhereing to universal Telecordia business rules for accurate field identification and order completion. This includes, but is not limited to, understanding CFA, customer service request (CSR), address verification through MSAG, and common trouble ticketing methods and procedures.
- Understanding of working in a multiple ILEC ordering environment, as a CLEC which includes: Sprint, SBC, , AIT, Verizon, and others.
- Strong ability to learn traditional provisioning systems related to internal and external customer profile creation for provisioning. Specifically, these systems encompass Mpower’s extensive use of a multi-OSS provisioning environment, which includes: EDI, dial-up, IMPROV, Network Services, ToolBar, Verigate, CSOTS, NSTDB, ILEC, ALR, and WISE.
- Specific understanding of customer service communication tools such as professional phone conduct conducive to telecommunications environment, working knowledge of common software communication tools such as email, word processor, spread sheet, and Internet browser.
- Ability to work in a fast-paced, entrepreneurial environment, where a team-based approach is always taken, yet able to maintain enough discipline to ensure that an accurate product is always produced. Ability to proficiently manage demanding customer requirements given time constraints, dead lines, and multitasking other tasks/projects.
- Ability to effectively communicate verbally and in writing, together with industry personnel, vendors, sales, service delivery, and engineering personnel. Must be able effectively communicate both in writing and verbally to help management staff prepare detailed and professionally written project and/or order summaries.
Education/Experience:
- Associates or B.S. degree
- 3+ years of telecommunications experience in provisioning T1 and/or Trunk/PRI applications.
Product Line Responsibility:
- Trunk, PRI, and Integrated T1
Department/Division Management:
- Customer Operations – Service Delivery
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