Order Assurance Specialist

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. www.gtt.net .

Role Summary:

GTT Order Assurance Specialist is an integral part of the Service Delivery team. Working with sales teams ensuring requests are processed with speed and accuracy during order entry support. data capture & upload and order validation. You will be expected to work with internal stakeholders such as Sales, Service Design, Vendor Co-ordinators, and Service Delivery Order Owners to achieve our goal of providing operational excellence to GTT clients.

This function is client facing requiring courteous and professional communication over the phone and via e-mail.  Documentation and progress updates will be maintained throughout the process, reviewing resulting information provided making secondary requests to secure information from sales teams or the client, formatting orders, producing order documentation, and uploading client signatures, all while ensuring clean order entry into the service delivery lifecycle. This role is fast paced and attention to detail is critical.

Duties and Responsibilities:

• Conversion of quotes to orders as part of the order entry process
• Collaboratively review and verify order specific data needed is present post order creation
• Work with sales or client to secure missing data tied to clean order process and populate required fields to allow order progression
• Validate solutions are accurately quoted and information provided allows correct access ordering while ensuring clean order delivery
• Manage workload and maintain consistency with accurate and timely handover to internal teams
• Manage expectation by meeting KPI’s & Internal SLA’s while providing meaningful updates to internal and external stakeholders
• Maintains internal product-specific knowledge through knowledge sharing and internal training
• Build and maintain good stakeholder relationships
• Document and clearly communicate daily progress on workload
• Document and effectively communicate challenges preventing task completion
• Perform any other duties as assigned by leadership

Required Experience/Qualifications:

• Experience in and understanding of IP Transit, DIA, MPLS, VPLS, Ethernet, SD-WAN and Managed Services
• Proficient with Microsoft Office Suite
• Excellent written and verbal communications skills
• Responsive and adaptable within a dynamic team striving to exceed expectations  
• Exceptional analytical skills and attention to detail
• Ability to work independently on numerous activities and prioritize them accordingly while meeting deadlines
• Must be able to thrive in a constantly changing environment
• Demonstrate accuracy while aiming to improve and promote quality
• Comfortable presenting to small groups
• Excellent verbal and written communication skills in English
• Ability to multi-task and adapt in a fast-paced environment

Core Competencies

• Products and Services: Knowledge of major products and services and product and service groups; ability to apply knowledge of product and service appropriately to diverse situations.
• Quality Management: Knowledge of quality management methods, tools, and techniques and ability to create and support an environment that meets the quality goals of the organization.
• Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
• Flexibility and Adaptability: Knowledge of successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable with change.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Service Request Management Process (TCS): Knowledge of the principles and methodology of customer request management; ability to apply the processes, activities and tools associated with managing customer requests.
• IT Service Design and Introduction: Knowledge of IT services and service-level agreements; ability to implement processes and procedures to design and introduce IT services to internal or external customers.
• IT Standards, Procedures & Policies: Knowledge of Information Technology (IT) standards and policies; ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.
• Sales Support and Administration: Knowledge of sales tasks, tools, and procedures; ability to support an organization's sales plan and process.

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

EEO Statement :

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.

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