Voice Provisioning and MACD Specialist
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Job Description Summary:
The Voice Service Provisioning and MACD Specialist is responsible for executing, coordinating, and supporting customer Voice service installations and MACD (Move, Add, Change, Disconnect) activities. This role ensures accurate provisioning, timely order completion within SLA, and a high level of customer satisfaction through hands-on order management, troubleshooting, and cross-functional coordination.Job Description:
Essential Duties and Responsibilities include the following (other duties may be assigned):
- Process and complete Voice MACD orders, including adds, changes, cancellations, and disconnects, with a high degree of accuracy and within defined SLAs.
- Provision and manage new Voice-only service installations for new customer sites, including day-of-install support and activation assistance.
- Participate in scheduled installation calls to guide field technicians and ensure successful service turn-up.
- Perform customer-facing Voice service troubleshooting related to active or recently completed orders, including call flow, devices (phones/ATAs), SIP credentials, portals, CNAM, E911, user details, and number activation status.
- Identify, correct, and resolve order errors, system issues, or configuration problems impacting service delivery.
- Escalate complex technical or provisioning issues to appropriate internal teams (e.g., Tier 3, Engineering, Number Management) and coordinate resolution.
- Provide clear, proactive communication throughout the order and installation lifecycle, including status updates, risk identification, and resolution planning.
- Coordinate with supporting teams such as Field Operations, Supply Chain, Installation Engineering, and external carriers to ensure timely completion of installs and MACD activities.
- Manage order amendments, follow-up activities, and post-install configuration adjustments as required.
- Monitor and respond to shared team email queues, service tickets, and escalation channels, prioritizing expedite requests and customer-impacting issues.
- Document all provisioning, installation, and troubleshooting activities in internal systems to ensure accurate customer visibility and recordkeeping.
- Assist with issue de-escalation, problem resolution, and customer follow-up to ensure a positive service experience.
Knowledge, Skills and Abilities Requirements:
- Experience provisioning or supporting Voice or telecommunications services, preferably in a business or carrier environment.
- Strong working knowledge of VoIP technologies and Voice service concepts, with the ability to troubleshoot technical and service delivery issues.
- Proven ability to manage multiple orders or customer projects simultaneously in a fast-paced environment.
- Excellent written and verbal communication skills, with the ability to explain technical information to both technical and non-technical audiences.
- Strong organizational, analytical, and problem-solving skills with high attention to detail.
- Customer-focused mindset with the ability to manage escalations professionally and effectively.
- Proficiency with Microsoft Office tools (Excel, Word, SharePoint) and comfort working across multiple internal systems and carrier portals.