Senior Order Entry & Customer Support SME (Secret)

The One 23 Group Inc.; Columbus (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

The One 23 Group Inc. seeks a Subject Matter Expert for Order Entry and Customer Support Outreach in Columbus, OH, supporting the DISN Consolidated Provisioning (DCP) lifecycle.

You will provide senior technical and operational guidance, handle escalations, and lead training efforts to improve fulfillment processes. Responsibilities include overseeing order entry, approvals, and outreach, maintaining proactive communications with customers, and ensuring timely and accurate service requests while

Qualifications

• Active Secret clearance required.
• Six years experience in applicable communication field.
• High School diploma or equivalent; SME or senior technician experience preferred.

Responsibilities

• Serve as technical and operational escalation point for Order Entry / Customer Support Outreach. Research issues, provide guidance, and escalate when needed.
• Maintain expert knowledge of Order Entry and provisioning lifecycle; apply to support accurate fulfillment.
• Review complex requests for completeness and compliance; provide recommendations for denial or return if necessary.
• Manage expedite activities: track status, coordinate with stakeholders, keep documentation updated.
• Provide customer and stakeholder support: research status, determine outreach methods, participate in meetings when requested.
• Lead training and coaching, establish standard processes and templates for Order Entry activities.
• Develop and maintain operational documentation to ensure consistency during tooling or workflow changes.
• Prepare and maintain performance metrics and reporting for leadership and customers.
• Mentor personnel for expanded responsibilities within Order Entry and DCP functions.
• Continue production work validating service requests, funding, approvals, and coordination across stakeholders.

Skills

Technical & Operational Expertise

Problem Solving

Customer Service

Communication

Quality & Compliance

Training & Coaching

Time Management

Education

High School diploma or equivalent

Job description

The One 23 Group Inc. seeks a Subject Matter Expert for Order Entry and Customer Support Outreach in Columbus, OH, supporting the DISN Consolidated Provisioning (DCP) lifecycle.

You will provide senior technical and operational guidance, handle escalations, and lead training efforts to improve fulfillment processes. Responsibilities include overseeing order entry, approvals, and outreach, maintaining proactive communications with customers, and ensuring timely and accurate service requests while