Senior Order Specialist Job at Ziply Fiber
This is a remote position.
Position: Senior Order Specialist
Location: Kirkland/Everett/Remote, WA
$56,250 to $93,750 annually
Comprehensive health benefits include medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, quarterly performance bonus, training, career growth and education reimbursement programs.
Job Summary:
The Order Specialist (ASR and LSR) will be a key part of the ordering team responsible for Access Service Requests (ASRs) and Local Service Requests (LSR). The Order Specialist (ASR and LSR) oversees the flow of the order by tracking it from submission to completion. The Order Specialist (ASR and LSR) monitors the pace of the order through each requisite department and facilitates the expedition of installed orders. The Order Specialist (ASR and LSR) is the carrier’s primary point of contact from submission to completion of orders and acts as direct liaison between the customer (carrier and end user), and internal departments.
Job Duties:
• Day-to-day order operation of ASR and LSR Order processing, including but not limited to the following:
o Review all ASRs and LSRs for comprehensiveness
o Determine if the information is correct, complete, and accurately describes what the customer is
ordering by validating required data fields using industry standard guidelines (i.e. NC/NCI decoder)
o Interface directly with customer to resolve discrepancies between request on ASRs and LSRS
o Issue orders in appropriate provisioning system M6
o Determine tariff that is applicable
o Translate ASR data codes into recognized USOCs and terms
o Based on appropriate tariff, create layout of circuits ordered, complying with high capacity hierarchy, to determine billable components
o Establish appropriate non-reoccurring and reoccurring charges for each order based on the corresponding tariff or individual customer contract
o Interface with customers with updates on order status and resolve questions or issues
o Proactively advise customers of delays or changes pursuant to available facilities in area
o Coordinate the escalation of orders
o Provision network builds for new carriers and expansion of existing networks
o Perform other duties as required to support the business and evolving organization
Qualifications:
• Bachelor’s degree in Communications, Management of Information Systems, Engineering, Math, Science discipline, or equivalent combination of education and experience is required
• Seven years of Telecommunications (ISPs, MSOs & Telcos) experience required
• Three years of Commercial customers order operation or billing support management experience required
• Knowledge with services such as DS0, DS1, DS3, Optical services, Layer 1 and Layer 2 Ethernet, Switched Access, UNE, ATM, Frame Relay, etc.
• Knowledge of ASOG (Access Service Ordering Guidelines) and LSOG (Local Service Ordering Guidelines)
• Understanding of the VFO, DPI and M6 systems. Access and Local Product & Service knowledge.
• Experience with Fiber, Ethernet, TDM/SONET networks technology & protocols would be an asset
• Strong attention to detail and problem-solving skills required
• Ability to provide excellent customer service
• Excellent written and verbal communication skills across all levels (team members, peers & senior management)
Company Background
Everyone deserves the best internet possible, and that’s the refreshingly great experience we’re creating at Ziply Fiber.
We’re bringing fiber to more than one million homes and businesses across the broader Northwest. By pairing
brilliantly fast internet with customer choice and control, we’re making it simple and easy for you to connect to the
things that matter most to you. Ziply Fiber is based in Kirkland, Washington, providing communities across
Washington, Oregon, Idaho, and Montana with fiber internet in addition to streaming TV, privacy products, and phone
service as well.
Diverse Workforce / EEO:
Ziply Fiber recognizes and strongly supports the benefits of a diverse workforce and strives to provide a culture that
recognizes the unique contributions of each of our employees. Ziply Fiber requires a drug test, background check,
employment and education verification as conditions of employment. Ziply Fiber is an equal opportunity employer and
will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status,
sexual orientation, veteran status, and the presence of a non-job-related handicap or disability, or any other legally
protected status.
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