Job Title: Data Analyst (Telecom)– Service Engagement and Operations
Location: Plano, TX – Onsite
Duration: 12+ Months
Experience Required: 0–4 Years
Role Overview
We are seeking a Service Engagement and Operations Analyst to act as a key interface between customers, internal teams, and vendors within a telecommunications environment. The role focuses on supporting service delivery, managing customer interactions, and ensuring smooth execution of provisioning, migration, and decommissioning activities.
The ideal candidate will have strong communication and analytical skills, with the ability to manage multiple tasks in a fast paced environment while delivering a high level of customer satisfaction.
Key Responsibilities
Act as the primary point of contact for customers during service provisioning, migration, and decommissioning activities.
Support end to end customer engagement across the service lifecycle.
Conduct daily customer interactions via calls, emails, and other communication channels to provide updates and resolutions.
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.
Monitor post provisioning and decommissioning activities to ensure smooth transitions.
Respond to customer inquiries and troubleshoot issues during transition and hyper care periods.
Identify risks, delays, and service gaps, and escalate issues as needed.
Maintain accurate documentation of customer interactions, orders, and resolutions.
Prepare status reports, trackers, and updates related to service delivery and fulfillment.
Conduct post cutover follow ups to assess customer satisfaction.
Track and report customer satisfaction metrics and identify improvement opportunities.
Ensure compliance with service level objectives and organizational standards.
Collaborate with cross functional teams to support operational efficiency.
Required Skills and Qualifications
Education
Bachelor’s degree in Business Administration, Information Technology, Telecommunications, or a related field is preferred.
Experience
0–2 years of experience with strong communication and analytical skills, or 2–4 years of experience in telecommunications or service operations.
Technical Skills
Basic understanding of telecommunications service delivery and operations.
Experience with data analysis, reporting, and tracking tools.
Familiarity with ticketing systems and service management tools.
Knowledge of service provisioning and lifecycle management processes is a plus.
Soft Skills
Excellent verbal and written communication skills.
Strong customer service orientation and problem solving abilities.
Ability to manage multiple priorities in a fast paced environment.
Strong organizational and documentation skills.
Ability to collaborate effectively with cross functional teams.
Preferred Qualifications
Experience in telecommunications or service delivery environments.
Familiarity with customer engagement processes and service lifecycle management.
Understanding of service level agreements and operational metrics such as CSAT.
Thanks & Regards
Ishita Bali
Novia Infotech LLC
4421 Avenida Ln, McKinney, TX 75070
Email: ishita.b@noviainfotech.com
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