BPO - Telecom Sales Support Specialist (Hybrid Setup)

Unity Communications

13h•Hybrid

About The Position

This is a complex, high-ownership role at the intersection of order management, service delivery, and sales operations. The right candidate is process-driven and detail-obsessed, equally comfortable managing an order lifecycle end to end, supporting sales agents and partners through quoting and contracting, treating salespeople as we do our customers, and tracking commissions with accuracy. You will serve as a primary point of contact across internal teams, carriers, and partners, and are expected to identify gaps before they become problems.

Requirements

Minimum 3 years of experience in order management, sales support, or telecom operations
Solid understanding of wireline products including data services, dynamic and static routing, hosted voice, and security and networking systems for service delivery
Familiarity with AT&T’s carrier systems, third-party portals, and telecom order workflows
Experience with CRM platforms and data entry with a high degree of accuracy
Strong attention to detail with the ability to manage multiple competing priorities
Ability to build & maintain relationships w/internal teams, carriers, and external partners
Decision-making, negotiation, and conflict resolution skills
Clear written and verbal communication, including reporting for varied audiences
Ability to work independently, self-manage, and adapt in a fast-paced environment
Ability to function well in a US-based workweek daytime schedule (95% WFH, required to occasionally meet in person with the core team located in the Manila Metro)

Nice To Haves

Bachelor's degree in business administration, operations, or a related field, or equivalent certification and experience
Familiarity with RPM &/or CableFinder Software

Responsibilities

Manage the full wireline order lifecycle from entry through acceptance, installation, and close-out ensuring customer satisfaction with your service delivery
Provide internal stakeholders/partners accurate, timely order status/installation updates
Identify and escalate order roadblocks and proactively notify carriers regarding delays
Maintain & review contracts, validating to ensure accurate order submission
Coordinate with carriers, vendors, and stakeholders throughout the order process
Understand carrier systems, processes, and construction dependencies including structured cabling and right of entry
Study and maintain working knowledge of data services (dynamic routing, static routing, topology) and voice services including hosted PBX, security, and networking systems with a passion to always be learning the complex & changing nature of wireline services
Monitor order progress against SLAs and organizational scorecards; meet productivity and quality metrics
Manage CRM updates and pipeline statuses on a daily and weekly basis
Support the wireless team through collaboration and commissions support
Support sales & channel partners through quoting, contracting, & pipeline management
Gather full data to initiate and manage the quoting process with accuracy
Generate contracts & establish quote responses with appropriate supplier options
Evaluate agent requests to ensure quotes meet sales and order receipt requirements
Coordinate quote flow across internal and carrier cross-functional tools and teams
Identify risks, gaps, and issues that could affect quote accuracy or delivery timelines
Support multi-location service quotes for partners and agents
Maintain active knowledge of supplier processes, products, and contacts
Track and reconcile commissions associated with closed orders and active accounts
Identify and resolve commission discrepancies in coordination with sales and finance
Develop & maintain summary reports, pipeline statuses, and commission tracking within provided software/tools
Serve as a subject-matter expert and single PoC for the order and sales support lifecycle
Guide team members on process, procedure, and organizational compliance
Proactively identify process improvement opportunities & actionable solutions
Develop and maintain standards, processes, and procedures for the team
Resolve systemic process gaps and task completion issues; implement quality assurance controls
Exercise good independent judgment when handling exceptions or escalations