The Universal Agent is responsible for managing the end‑to‑end lifecycle of subscriber services, combining order management, service delivery coordination, and front‑line technical support. Acting as the primary operational interface between wholesale partners, network providers, and internal teams, you will ensure that services are provisioned accurately, delivered on time, and supported effectively once in life.
This role requires a strong technical understanding of broadband and connectivity services (e.g. Consumer FTTP, Business FTTP, Ethernet, and VOIP), excellent organisation skills, and the ability to manage multiple workflows simultaneously.
What You’ll Need to Succeed
* Advanced understanding of broadband technologies (FTTP, Ethernet, Leased Line).
* Solid grounding in Layer 2 and Layer 3 networking concepts.
* Understanding of telecom provisioning workflows and service activation processes.
* Strong troubleshooting and diagnostic skills for connectivity services.
* Excellent written and verbal communication skills.
* Customer‑focused mindset with strong analytical and problem‑solving abilities.
* Excellent organisational skills and ability to manage multiple priorities.
* Proven stakeholder management across suppliers and internal teams.
* Ability to remain effective under pressure in a fast‑paced operational setting.
* Experience in telecommunications, connectivity, or wholesale broadband environments.
* Understanding of OSS/BSS systems.
* ITIL or networking certifications (e.g. CCNA) or equivalent experience.
* Experience building and managing complex customer or partner relationships.
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