Tech Support

Infosys; Santiago de Querétaro; On-site; MXN 260,000 - 400,000; Full time

Benefits offered by this job

Power BI reporting

Job summary

Infosys in Querétaro, Mexico seeks an Order Entry Associate to manage end-to-end order processing in telecom/order management systems, ensuring accurate capture and compliance while coordinating with Sales, CCM and Provisioning for timely service delivery.

The role involves reviewing orders in CPQ tools, validating codes, pricing and terms, verifying customer and site details, and updating internal systems. Strong data validation and communication skills are essential.

Qualifications

• Understanding telecom order management processes and compliance requirements.
• Experience validating product codes, pricing and contractual terms.
• Strong data validation and attention to detail in a fast-paced environment.
• Ability to manage multiple priorities and coordinate cross-functionally.
• Excellent written and verbal communication skills.

Responsibilities

• Manage order intake and task creation from CPQ tools such as Salesforce and IFO.
• Validate orders for compliance, product codes, pricing and terms.
• Verify customer details, location, and technical specs against quotes.
• Ensure complete order details and attached documentation.
• Update systems with circuit IDs, service attributes, and billing data.
• Enter validated orders into inventory and provisioning systems.
• Communicate status updates to requestors and stakeholders.
• Collaborate with Sales, Provisioning and CCM to resolve issues.
• Escalate delays to meet SLAs and identify process improvements.

Skills

Telecom order management

Data validation

Cross-functional collaboration

Fluent communication

Tools

Salesforce

VFO

ServiceNow

Job description

Role Summary

We are seeking a detail-oriented Order Entry Associate to manage end-to-end order processing and validation within telecom/order management systems. This role ensures accurate order capture, compliance adherence, and seamless coordination across teams to support timely service delivery and operational efficiency.

Key Responsibilities

• Manage order intake and task creation by reviewing orders submitted through CPQ tools (e.g., Salesforce, IFO).
• Perform order validation including:
  • Compliance checks on all incoming orders as per SOP.
  • Validation of product codes, pricing, and contractual terms
  • Verification of customer details, service location, and technical specifications against approved quotes
• Validate completeness of order details and ensure all required documentation is attached.
• Work on assigned orders/cases and coordinate with Sales/CCM teams to resolve missing or incorrect information.
• Update internal systems with correct circuit IDs, service attributes, and billing details.
• Accurately enter validated orders into inventory and provisioning systems
• Communicate order status updates to requestors and resolve discrepancies promptly.
• Collaborate with Sales, Provisioning, and CCM ( Customer Care Manager) to resolve order-related issues.
• Escalate delays to ensure SLA adherence.
• Provide timely communication to stakeholders on order status, risks, and exceptions.
• Identify process gaps and recommend improvements to enhance efficiency and accuracy.

Required Skills & Experience

• Understanding of telecom order management processes.
• Familiar with Salesforce, VFO and inventory/provisioning systems.
• High attention to detail with good data validation and compliance skills.
• Ability to manage multiple priorities and work cross-functionally in a fast-paced environment.
• Familiarity compliance requirements and telecom provisioning workflows.
• Fluency in written and verbal communication.

Preferred / Nice-to-Have

• Experience with reporting and visualization tools such as Power BI.
• Knowledge of telecom service provisioning and order lifecycle management.
• Exposure to process improvement methodologies and automation initiatives.
• Familiarity with ITIL practices or ticketing tools (e.g., ServiceNow).

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.