Hybrid Service Assurance Specialist

Posted 2 weeks ago

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About the role

  • Gather and verify all required customer and circuit details for ticket creation
  • Open, categorize, and assign trouble tickets to the correct department or carrier/vendor
  • Troubleshoot data service issues and ensure resolution in line with SLA standards
  • Coordinate and follow up with carriers and internal teams for timely updates and resolutions
  • Maintain consistent communication with customers regarding ticket status and progress
  • Escalate issues as needed until service is fully restored and tickets are closed
  • Document all ticket activities and time stamps accurately in the service system
  • Provide post-resolution reports and communicate outage details to customers
  • Prepare reports, documentation, and maintenance notifications as required
  • Ensure customer satisfaction and service acceptance through follow-up and quality delivery
  • Take ownership of service-related decisions and independently manage assigned tasks
  • Perform additional duties and business projects as assigned by the manager

Requirements

  • 2–3 years of experience in a Network Operations Center or telecom service management role.
  • Bachelor’s degree preferred in Electronics & Communications, Computer Engineering, or a related field
  • Knowledge of enterprise data services (Broadband, DIA, MPLS, Private Line, Colocation) and voice network systems (POTS, PRI, VoIP, Long Distance, E-fax).
  • Proficient in MS Office applications (Excel, Word, PowerPoint, PDF).
  • Excellent English communication skills (verbal and written); proficient in creating process flows and documentation.
  • Strong analytical and problem-solving abilities with a focus on quality, efficiency, and results.
  • Detail-oriented and proactive in identifying and resolving issues.

Benefits

  • Health Insurance (HMO with 2 free dependents)
  • Generous Paid time off
  • Company retirement plan
  • 13th month pay

Job title

Service Assurance Specialist

Job type

Experience level

JuniorMid level

Salary

Not specified

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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