Provisioning Agent

Outsourcing Service Delivery Tasks:

Process Purpose:

To improve efficiency in order updates and manage the increasing complexity of order support for in-house staff by outsourcing standardized tasks to CallTek.

Process Scope:

Outsourcing service delivery tasks, including order processing, provisioning support, and provider coordination.

Process Inputs:

• SAP Order Queue for closed orders and new orders requiring provider placement
• Email requests
• Provisioning phone queue

Service Delivery Tasks:

Work Market Tasks:

• Move pictures from Work Market to Smart Sheets
• Review and approve Work Market tickets for technician payments
• Follow up with technicians on overdue deliverables via the Work Market platform
• Follow up with technicians to ensure order completion via the Work Market platform
• Conduct 24-hour follow-ups with technicians to confirm they are on schedule
• Assign technicians to work orders

SAP Tasks:

• Commission completed sites using the Work Bench Tool

Smart Sheet Tasks:

• Update Smart Sheets with tracking information from SAP reports
• Update Smart Sheet questions based on Work Market reports
• Update Smart Sheet statuses using Work Market reports

Provisioning Tasks:

• Answer provisioning hotline and handle incoming provider tech calls for order updates or closures
• Transfer calls outside scope to the provisioning team
• Place orders with providers from the SAP queue (routed to CallTek daily)
• Close orders with providers from the SAP queue (routed to CallTek daily)

Order Closing Process:

• Provisioning moves orders to CallTek's SAP queue for closure
• CallTek follows the SageNet process to close orders by:
• Validating the provider schedule via call or online order portal
• Confirming whether the order is already closed
• Capturing provider tech notes from the portal or provider communication
• Confirming installation with the customer POC as outlined in the customer's KB page
• Performing QC checks using the QC checklist
• Updating the short text description field in SAP to indicate order completion
• Closing remaining tasks on the order
• Timelines:
• First touch by CallTek within 4 business hours
• Goal to close all orders within 16 business hours

ServiceNow (SNOW) Tasks:

• Monitor provisioning SNOW cases and incidents three times daily and route accordingly
• Obtain required details for SNOW ticket requests
• Complete SNOW tickets within 48 hours of receipt

UCASS Tasks:

• Receive UCASS port requests
• Submit requests for ordering and porting numbers to the GoTo platform
• Route completed tasks to the UCASS SME for validation and finalization

Prequalification Tasks:

• Receive quote requests from the internal team
• Review quotes to determine the best product and locate an ISP
• Submit ISP requests via portal, email, phone call, or ConnectBase
• Complete and return the quote via spreadsheet or email to the telecom contract analyst or manager
• Turnaround Time:
• Standard quotes: 5 business days max
• Large quotes: Up to 15 business days

Order Placement to Providers:

• To be onboarded as a separate activity after an evaluation period of at least six months on order closing activities

Process Output:

• Completed SAP broadband tickets and WBS records
• Orders placed with providers
• Documented activity in SAP tickets and project systems

System Access Requirements:

• SAP, Teams, and Provider Portals for Comcast, Cox, CenturyLink (IMA, Ease, Remote Control), Spectrum, Frontier, Verizon, AT&T PE, Suddenlink, GTT, Windstream

Exceptions to Normal Process Flow:

• If an order cannot be closed within 16 business hours, CallTek must escalate to the provisioning team
• If unresolved within 24 business hours, the order should be returned to the provisioning queue for further handling
• Orders with technical issues (e.g., modem installed incorrectly, missing modem, required demarcation extension) should be sent back to SageNet's provisioning team for correction

Control Points and Measurements:

• Service delivery training documents
• Process documents and workflows

Technical Requirements:

Qualifications:

• Strong organizational and time management skills
• Excellent written and verbal communication skills
• Ability to work independently and prioritize tasks efficiently
• Strong multitasking and problem-solving skills
• Persuasive communication to engage end users and provider contacts
• Attention to detail with a commitment to accuracy
• Technical aptitude to understand service and provider nuances (e.g., IP addresses, modem settings)
• Proficiency in web-based research and information retrieval
• Preferred:
• Previous telecom experience, preferably in broadband services
• Previous project management experience