Customer Service Executive – Provisioning & Configuration

About the role

The Customer Service Executive – Provisioning & Configuration is responsible for operations and troubleshooting related to installation support and network service configuration. This operational role ensures project deliverables meet business requirements and service level agreements.

Key responsibilities

• Complete configuration tasks for Enterprise and Wholesale customers, ensuring clean deployments within SLA.
• Conduct change management, turn‑up and migration requests.
• Perform standard testing and troubleshooting of installations and activations after provisioning.
• Validate wiring connections and schedule dispatches with field operations.
• Participate as a full‑time team member on important projects.
• Manage escalations and ensure timely installation functions to meet SLA/KPI targets.
• Deliver orders and support service activation over MSP and Legacy Core MPLS networks.
• Handle stakeholder queries in service delivery and supplier management, improving customer experience.
• Perform task, fallout, stakeholder and quality management activities.
• Identify issues proactively, provide solutions, and adhere to escalation processes.

Required profile

• Relevant experience in network infrastructure project management and field operations.
• Understanding of provisioning processes for telephone, internet, data, and service activation.
• Knowledge of switch and router configuration.
• Deep telecom knowledge with strong communication and stakeholder management abilities.

Required skills

• Provisioning process
• Switch configuration
• Router configuration
• MPLS network knowledge
• WAN order handling