Telecom Process Specialist: Networking & Support

HCLTech; Taguig; On-site; PHP 400,000 - 520,000; Full time

Job summary

Sapsf in Metro Manila, Taguig, is seeking a Senior Process Associate in Telecom: Networking to validate telecom order details, coordinate milestones, and manage exceptions using ticketing systems and workflow tools. Precise data entry and proactive updates to customers are required.

You will work with stakeholders to resolve issues, elevate complex problems to senior team members, and contribute to workflow improvements.

Qualifications

• Basic understanding of telecom networking concepts and order fulfillment processes.
• Familiarity with customer satisfaction management practices in a service environment.
• Good communication skills for effective email and chat interactions with customers.
• Experience with workflow management tools and data entry in multiple systems.
• Solution mindset with the ability to identify process issues and propose improvements.
• ITIL Foundation or equivalent entry-level certification in service management (optional but valuable).

Responsibilities

• Validate telecom order details using workflow management tools to ensure accuracy before processing.
• Coordinate order milestones within the team by updating internal trackers and seeking input from relevant stakeholders.
• Identify and manage exceptions in order fulfillment using ticketing systems and elevate unresolved issues as required.
• Provide timely status updates to customers through email and chat, proactively communicating any expected delays or changes.
• Support troubleshooting activities by following established telecom networking procedures and elevate complex technical issues to senior team members.
• Ensure precision in data entry and updates across customer databases, maintaining compliance with process standards.
• Contribute to workflow improvement discussions by sharing observations on process inefficiencies and suggesting practical enhancements.

Skills

Telecom networking basics

Order fulfilment processes

Customer service skills

Email & chat communication

Workflow management tools

Data entry across systems

Tools

Ticketing systems

Workflow management tools

Job description

Sapsf in Metro Manila, Taguig, is seeking a Senior Process Associate in Telecom: Networking to validate telecom order details, coordinate milestones, and manage exceptions using ticketing systems and workflow tools. Precise data entry and proactive updates to customers are required.

You will work with stakeholders to resolve issues, elevate complex problems to senior team members, and contribute to workflow improvements.