昆山招聘

职位描述：

Essential Duties & Responsibilities:

Tangoe’s Provisioning Team Lead will be responsible for managing the day to day support for the assigned provisioning clientele. He or she must be well versed in multiple telecommunications platforms (Voice, Data, Hardware) and capable of managing crisis situations.

The Team Lead will be responsible to manage the client instance, system interaction, and customer satisfaction. When necessary the Program Lead will interact with his/her peers within the provisioning and inventory groups as well as with the other sales and or operational departments.

He or she will be expected to provide guidance and mentoring for the client fostering a collaborative climate and maintaining client satisfaction.

The position calls for the Program Lead to be the primary liaison between client and Tangoe. On occasion the Team Lead will be asked to contribute to company projects intended to better the fulfillment processes and or service offering.

Detail responsibilities include the following. Other duties may be assigned.

• Fulfill client telecommunications service requests

Utilize Tangoe’s proprietary telecommunication provisioning module in line with client and company Service Level Agreements (SLA’s). At a minimum the analyst will be responsible to:

• Receive, validate, process and release client request to intended service provider(s).
• Participate in Technical Assurance Calls (TAC) when applicable.
• Track the progress of the service request, and its key milestones, to ensure the service provider is deploying the requested solution in a timely manner. As new information about the request becomes available the analyst will add the relevant information into the service record(s).
• Communicate key service delivery dates (i.e. local loop delivery date, ready for test & turn-up) to pre-designated client contacts ensuring service provider access is granted.
• Ability to identify service providers inability to deliver requested service in line with the initially communicated delivery date and:
• Identify the issue/obstacle (i.e. facilities issue) precluding the carrier from delivering the circuit/service as desired.
• Define, with the service provider, the steps necessary to resolve the issue at hand.
• Discover the timeline to resolve the issue(s) and communicate it back to all relevant parties so a decision can be made if client desires to enact an alternate solution (i.e. submit similar order with another carrier or implement a more readily available service while this solution is being built).
• Escalate and communicate with carrier the business impact associated with new delivery date indicating that any changes to initial agreed upon delivery date are not acceptable and that carrier must put forth every effort possible to meet the initial date.
• Hold regular communication (i.e. conference calls, daily e-mails on resolution status) with service provider to ensure they are on track to resolve issue as well as to hold provider accountable to new commitments.

• Upon delivery of the requested circuit/service the analyst will confirm and update the service record with the following information (if/when available):
• Order status (completed, cancelled, pending, etc.)
• Customer acceptance date, Billing start/end date, Install/disconnect date
• Set inventory status to active/disconnected
• PIC/LPIC account Information
• Applicable circuit/service information (i.e. circuit ID, demarc, local loop, CLLI, inventory identifier etc)
• Relevant provisioning information (framing, coding, etc.)
• Customer internal cost center and GL coding

o Accept and respond to client inquiries on the use of the provisioning module.

• Upon request assist with the test and turn up process of service delivered. Must be capable of communication with hardware engineer and telecommunications service provider bridging the gap between the two and trouble shooting service(s) that do not perform as intended.

• Client Management
• Provide Helpdesk Support for all incoming calls to either the Provisioning Support Desk and or direct client inquiries.
• Identify, participate and or escalate client inquiries, escalations, meeting requests.
• When/if necessary communicate items that need to be updated in the client Playbook.

Qualifications and Experience

· Associates or Bachelor degree or equivalent

· Three to Five years related experience in Project Management of Provisioning Office Telecommunications or Network services in APAC countries. Other EMEA and AMER countries will be an advantage

· Knowledge of Microsoft Office Suite (Excel, Word, Project, Power Point)

· PMP or Prince2 certification will be an advantage

· Strong written and oral communication in English is mandatory

· Other languages such as Mandarin, Japanese, Korean, Bahasa, Vietnamese, etc will be an advantage

· Travelling is required

天可电讯官方微博网址：weibo.com/tangoechina

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天可电讯软件服务(昆山)有限公司于2010年6月设立在昆山高新区清华科技园内。作为美国天可公司唯一的亚太公司，昆山公司全部的业务为离岸外包业务，主要服务于世界500强企业及国际客户设在亚太地区办公场所及担负天可电讯全球分工业务。
   
  天可电讯公司是以提供客户电讯费用数据库管理，电讯订单管理，电讯发票帐务管理及稽核等程序及应用，以达到帮客户整合电讯业务合约, 资产, 费用及各项电讯资源及节约成本的目的。

母公司天可电讯是全球最大的电讯费用TEM外包服务管理公司, 提供客户全球电讯费用管理应用软件及外包服务. 成立于2000年, 总部位于美国康涅狄格州橙市，并且在纽约、新泽西、麻省、德州等全美各地拥有11个营运中心，及全球超过84个电信费用发票处理中心。已开发300余家Global Top 500客户, 及超过570余家国际型客户。客户包括IBM、波音、戴尔、大众等知名跨国公司。已于2011/7/27在美国纽约NASDAQ股票市场上市.上市短短两天内股价增长17%.

发展至今，天可电讯公司的规模是其所有竞争者总和三倍，更是六倍于排名第二名规模者。每年以超过60%的速度成长，2010年营业额超过1亿500万美元，员工成长至750余人，为全球及国际客户管理着超过135亿美元的电信费用业务，连续4年被Garten TEM Marketscope评为最赚钱企业，获得《企业家杂志》评选的在美国增长最快公司、“德勤高科技高成长500强”、“德勤高科技高成长第50名”等称号。

天可电讯公司不断地在专业范围上持续发展，保持以下技术全球领先地位:
 1) 云计算SaaS-Based 企业平台;
 2) 全球最大的企业专属IP组合;
除此之外，本公司在 Fixed TEM, F&M Solution; Real Time Device Lifecycle Management等领域上保持技术领先地位。

昆山公司为其海外设立的唯一亚太总部，进行母公司全球分工作业。随着500强的部分企业在亚太地区发展，昆山公司承接的业务量也会迅速成长。由于在昆山业务发展顺利，美国总公司现已决定将其软件技术开发部分业务转移到昆山公司。天可昆山公司的目标是成为美国天可亚太地区电信费用管理业务的基地, 进行亚太地区客户的在地服务，进行全球分工，并开展亚太地区业务为目标。

天可(昆山)公司自2010年6月成立以来，於2010年间以招募和培训员工为主，但自当年11月开始，仍实现离岸外包收入近20万美元; 现至2011年4月底止已实现营业收入20万美元并持续增加中。

昆山公司目前办公面积1000余平米，员工250余名，其中外籍2名，公司定期安排美国公司专职培训技术人员来昆山培训员工，预计两年内达到200人规模，离岸外包服务超过500万美元。

公司网址： www.tangoe.com
微信公众号：TangoeChina