Provisioning Administrator at Cloud Direct

Purpose

We’re looking for an exceptional Provisioning Administrator to join our center of excellence in Cape Town, where you will promote a superior customer experience and leave our clients secure in the knowledge that their business is in Safe Hands as well as to proactively engage with Cloud Direct customers to ensure that:

• We make the customers’ business a success using cloud services
• We can clearly demonstrate our value add
• New business opportunities are identified
• High standards of customer service are maintained

Responsibilities

Onboarding:

• Responsible for the customer onboarding process from start to finish
• Manage a portfolio of varied customer on-boarding’s to drive successful outcomes
• Needs to have an understanding of what has been sold to a customer/s and what the customers’ requirements are
• Will work in conjunction with the Sales Managers, Account Managers, Project Managers, Technical Teams and customers to progress onboards successfully
• Monitor and evaluate all Sales Management, Account Management and Customer Success Account Management order forms once submitted
• Cooperation with the Finance Department to resolve order pricing issues
• Prepare order reports

Provisioning:

• Accurately interpret customer requirements and orders to enable a clean and timely service provision and customer on-boarding / off-boarding experience
• Administer and organize technical provisioning, cancellation and change services for the full portfolio of Cloud Direct products, working with other Cloud Direct teams as required
• Administer and organize the purchasing of customer hardware, software, licenses, support agreements and subsequent renewals. Drive uplifts to existing customers where appropriate
• Administer the comprehensive co-ordination of provisioning cases in conjunction with our customers, our vendors and other Cloud Direct teams, especially in the case of multiple service provisions to the same customer
• Provide high-quality, regular ticket updates in Service Now so that both customers and colleagues are fully briefed as to the current status of all provisioning and cancellation cases
• Administer the accurate processing of service start, termination and billing details to facilitate accurate invoicing
• Regularly and accurately monitor all relevant service queues and communication tools, prioritizing and assigning actions/cases/communications as appropriate
• Experience with Microsoft technologies such as CSP including Azure and Microsoft 365

Team Working:

• Work closely with all areas of the business to ensure that the customer experience with Cloud Direct is easy
• Working closely with all departments to ensure customer issues are resolved in a timely manner and a positive customer experience is maintained
• Willingly support other members of the team when required

Personal Performance & Development

• Monitor and understand own performance against KPI’s and vision summary
• Prioritize workload and manage working time effectively
• Take personal ownership for maintenance and development of role-based skills and expertise
• Take ownership for and progress personal development plan

Requirements

• 2+ years’ experience in a similar role, with full customer onboarding experience
• ITL V3 foundation
• Basic understanding of how projects are managed with Agile / Prince methodology
• Basic understanding of networks and broadband / mobile technologies
• Previous work experience with telecoms will be beneficial