Wireline & Mobility Support Specialist
- Clark, Pampanga, PH
- Full time | Onsite
- Night Shift | 8:00 PM - 5:00 AM
The Wireline & Mobility Support Specialist is responsible for overseeing all client telecommunications services, including wireline circuits, internet connectivity, voice services, wireless mobility programs, and service ordering activities. This role serves as the primary operational lead for managing telecommunications inventories, coordinating service implementations, processing moves/adds/changes/disconnects (MACDs), troubleshooting carrier-related issues, and ensuring exceptional client service delivery.
The ideal candidate possesses extensive experience working directly with telecommunications carriers, enterprise telecom environments, wireless mobility management, circuit inventory management, and service provisioning processes.
Telecom Service Management
- Manage all client wireline telecommunications services, including:
○ Internet circuits
○ MPLS networks
○ SD-WAN services
○ POTS lines
○ SIP trunks
○ PRI services
○ Voice and data circuits
○ Fiber connectivity
○ Cable and broadband services - Monitor order status and ensure timely completion of carrier requests.
- Coordinate service installations, upgrades, relocations, and disconnects.
- Maintain accurate inventory of all telecom assets and services.
Wireless Mobility Management
- Oversee enterprise wireless programs for client organizations.
- Manage wireless activations, upgrades, suspensions, and disconnects.
- Coordinate device ordering and carrier support requests.
- Assist clients with wireless inventory management and optimization.
- Work directly with major wireless carriers regarding service issues and escalations.
Service Ordering & Provisioning
- Process telecommunications service orders and requests.
- Coordinate with carriers and vendors to ensure successful implementation.
- Track project milestones and installation commitments.
- Verify service delivery and completion accuracy.
- Manage order documentation and client communications.
Client Support & Relationship Management
- Serve as primary escalation point for telecom service issues.
- Conduct client meetings regarding telecom initiatives and projects.
- Provide proactive updates on orders, installations, and service issues.
- Maintain strong relationships with carrier representatives and vendor partners.
- Ensure high levels of client satisfaction.
Carrier & Vendor Management
- Interface directly with telecommunications carriers.
- Escalate service issues and installation delays.
- Monitor carrier performance and service delivery.
- Coordinate resolution of service outages and billing discrepancies.
- Maintain relationships with carrier account teams.
Reporting & Documentation
- Maintain accurate records within ExpenseLogic and supporting systems.
- Generate service order status reports.
- Document processes, procedures, and project updates.
- Ensure telecom inventory records remain accurate and current.
- Support contract and vendor management activities.
Team Leadership
- Supervise and develop telecom service coordinators and support staff.
- Establish departmental KPIs and service standards.
- Provide coaching, training, and performance management.
- Identify process improvement opportunities.
- Support operational growth initiatives.
Experience:
- Minimum 5 years of telecommunications industry experience.
- Minimum 3 years managing telecom services, provisioning, or service delivery.
- Experience managing enterprise telecom environments.
- Experience working with telecommunications carriers and service providers.
- Experience managing wireless mobility programs.
- Experience with service ordering and implementation processes.
Strong understanding of:
- Wireline telecommunications services.
- Wireless mobility services.
- SD-WAN.
- MPLS.
- SIP Trunks.
- PRI Services.
- Internet circuits.
- Fiber services.
- Telecom inventory management.
- Telecom expense management (TEM).
- Service provisioning and MACD processes.
Preferred experience with:
- Telecom Expense Management (TEM) platforms.
- CRM systems.
- Microsoft Office Suite.
- Excel reporting and analysis.
- Ticketing systems.
- Project management software.
- TEM industry experience.
- Experience with ExpenseLogic or similar TEM platforms.
- Telecommunications certifications.
- Project management experience.
- Vendor management experience.
- Client-facing consulting experience.
- Telecom industry expertise.
- Leadership and team development.
- Client relationship management.
- Vendor negotiation and escalation management.
- Problem-solving and critical thinking.
- Project coordination.
- Attention to detail.
- Organization and prioritization.
- Professional communication skills.
