Gather and verify all required customer and circuit details for ticket creation
Open, categorize, and assign trouble tickets to the correct department or carrier/vendor
Troubleshoot data service issues and ensure resolution in line with SLA standards
Coordinate and follow up with carriers and internal teams for timely updates and resolutions
Maintain consistent communication with customers regarding ticket status and progress
Escalate issues as needed until service is fully restored and tickets are closed
Document all ticket activities and time stamps accurately in the service system
Provide post-resolution reports and communicate outage details to customers
Prepare reports, documentation, and maintenance notifications as required
Ensure customer satisfaction and service acceptance through follow-up and quality delivery
Take ownership of service-related decisions and independently manage assigned tasks
Perform additional duties and business projects as assigned by the manager

2–3 years of experience in a Network Operations Center or telecom service management role.
Bachelor’s degree preferred in Electronics & Communications, Computer Engineering, or a related field
Knowledge of enterprise data services (Broadband, DIA, MPLS, Private Line, Colocation) and voice network systems (POTS, PRI, VoIP, Long Distance, E-fax).
Proficient in MS Office applications (Excel, Word, PowerPoint, PDF).
Excellent English communication skills (verbal and written); proficient in creating process flows and documentation.
Strong analytical and problem-solving abilities with a focus on quality, efficiency, and results.
Detail-oriented and proactive in identifying and resolving issues.

Service Assurance Specialist

Key skills