Hi
My name is Rohit Chauhan, and I am a Staffing Specialist at Novia Infotech LLC. I am reaching out to you on an exciting job opportunity with one of our clients.
Job Title: Client Services Analyst – Telecom
Location:
Plano, TX (Onsite)
Role Overview
We are seeking a detail-oriented and customer-focused Analyst – Service Engagement & Operations to act as a key operational interface between customers, internal teams, and vendors within a telecommunications environment. The ideal candidate will support end-to-end service delivery, ensuring seamless customer experience across provisioning, migration, and decommissioning phases.
Key Responsibilities
- Act as the primary point of contact for customers during service lifecycle events including provisioning, migration, and decommissioning
- Manage daily customer interactions via calls, emails, and other communication channels to provide updates and resolve queries
- Submit, monitor, and track service orders, migrations, and disconnections in customer systems
- Coordinate with internal teams, vendors, and technical stakeholders to resolve service and provisioning issues
- Support end-to-end service delivery, ensuring smooth transitions during onboarding and offboarding
- Monitor post-provisioning and decommissioning activities to ensure service stability and customer satisfaction
- Respond to customer tickets and inquiries, troubleshoot issues, and ensure timely resolution during transition and hypercare phases
- Identify risks, delays, and service gaps, and escalate issues through defined escalation processes
- Maintain accurate documentation of customer interactions, service requests, and issue resolutions
- Prepare and maintain status reports, trackers, and performance updates related to service fulfillment
- Conduct post-cutover follow-ups to assess customer experience and satisfaction
- Track and report Customer Satisfaction (CSAT) metrics, highlighting trends and improvement opportunities
- Ensure compliance with service level agreements (SLAs), customer requirements, and organizational standards
- Collaborate effectively with cross-functional and technical teams in a fast-paced environment
Required Skills & Qualifications
- Bachelor’s degree in Business, Telecommunications, IT, or related field (or equivalent experience)
- 0–2 years of experience with strong
communication and analytical skills, OR
2–4 years of experience in telecommunications or service operations - Strong verbal and written communication skills with a customer-first mindset
- Good data analysis and reporting skills
- Ability to manage multiple tasks and priorities in a fast-paced environment
- Strong problem-solving and troubleshooting abilities
- Experience working with ticketing systems, order management tools, or CRM platforms
- Proficiency in Microsoft Excel, reporting tools, and documentation practices
Preferred / Nice-to-Have Skills
- Experience in Telecommunications, Network Operations, or Service Delivery environments
- Familiarity with service provisioning, migration, and lifecycle management
- Knowledge of customer engagement processes and service assurance
- Exposure to SLA management and CSAT tracking
- Experience working with cross-functional and vendor teams
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Rohit Chauhan IT Recruiter A: 4421 Avenida Ln, McKinney, TX, 75070
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