Technical Support (MACD)

The Tech Support (MACD) Coordinator is responsible for monitoring MACD orders and progressing those orders through all required processing steps through completion or resolution. This position requires professional communications with client representatives and the service providers, and the MACD Coordinator must track all related workflows to maintain any resulting inventory or client requirements.

Responsibilities:

• Processing and tracking wireline MACD (Move Add Change Delete) order requests.
• Communicating with clients, engineers, contracting personnel, and vendors to bridge gaps and resolve potential order delay issues.
• Utilizing our online portal to manage workflow and working in client/carrier portals to place and track orders.
• Interpreting circuits, services, and comments on orders to appropriately fulfill client expectations with carriers.
• Completing various order processing steps to move orders through Pending Processing, Ordered with Vendor, and following up until the carriers fulfill orders and coordinate and schedule installations.
• Capturing key circuit and service attributes to update and maintain wireline inventory database (e.g., prices, formats, bandwidth, service locations, IP addresses, Service Level Agreements (SLAs), DMARK locations, etc.).
• Ability to read and decipher carrier invoices and customer service records.
• Monitoring and achieving various processing SLAs related to order processing.
• Providing support as required to the Audit and Invoice Management teams.
• Working across international borders, time zones, and language barriers to achieve all of the above.
• Other duties as assigned.

Job Requirements: