Billing and Activation Specialist

Office Angels
North Shields, UK
15 Sep 2019
02 Oct 2019
Contract Type
Full Time
Technical Support Specialist

Full Time

Night Shift 12am (Midnight)-8am

North Shields

There are Several Internal Systems used to perform this role including but not limited to the following:
  • GlobalNet - Customer Facing self-service online portal for service order activations, prepay top ups, inventory listing, suspension and deactivation requests
  • HALO - Ticketing system where emails are directed and worked from
  • SABA - Billing Application

Core Duties:
  • Processing provisioning/sales orders for customer equipment and SIMs according to customer requirements using in house and supplier systems for several mobile satellite service providers.
  • This includes activations, deactivations and changes of packages.
  • Maintaining SABA and 3rd party systems information relevant to provisioning orders, customer assets, billing profiles and rates.
  • Maintaining customer real-time alert and suspension requests which monitor traffic and prevent bill shock.
  • Processing customers prepay voucher sales orders, invoices and delivery of pins.
  • Liaising with customers, suppliers and other departments within the business to ensure these processes are completed on an accurate and timely basis.
  • Global Net tickets must be accurately reviewed, and the relevant status updated and applied so that SABA can be updated and or checked that it is configured correctly.
  • GlobalNet confirmation emails need to be verified with the status in GN and SABA and suppliers' systems checked.
  • GlobalNet Errors need to be investigated and resubmitted or processed manually once the issue is resolved.
  • All service orders regardless of their source must be completed and configured in SABA in 24 hours.
  • Responsible for keeping abreast of supplier changes including prices, new/removal of products or packages. Liaising with sales and customers on the impact of these changes and updating SABA and GN with the necessary data.
  • Halo ticketing system ACS queue must be managed within the SLAs and all new tickets categorised and the status changed. Tickets should be assigned to individuals depending on the task or product and brought to resolution in a timely manner keeping the customer updated with progress.

You will also be responsible for key products monthly billing cycles:
  • Ensuring all provisioning request are configured correctly for billing the product.
  • Weekly or monthly CDR checks depending on the product for any errors.
  • Resolve all errors prior to the products bill run.
  • Run invoice processing within the product timeframe. This is normally 48hrs after receiving all CDR.
  • Perform revenue assurance validation on the draft invoices against previous months invoices. This should show known expected differences for changes made during the month.
  • Resolving any discrepancies in the system or with the assistance of Product Development.
  • Once revenue assurance is complete issue the final invoices to the customer or upload them into the customers portal.
  • Dealing with all invoice queries for the products you are responsible for through to resolution with suitable timeframes. This may sometime involve liaising with supplier for credit requests.
  • Checking supplier invoices for adhoc charges e.g. ETF, reactivation etc to ensure we have applied these to the customer. Where applicable logging these charges, raising supplier credit notes and tracking the receipt of these and issuing credit notes to customer once these are received.
  • Assisting the revenue assurance manager with any discrepancies highlighted from his reconciliations ensuring the necessary corrective action has been made.

The Person:
  • Able to work between the hours of 12am (midnight) and 8am Monday-Friday
  • Experience working in a busy office environment
  • Good time keeper, strong organisational skills
  • Ability to multi task, work under pressure and to deadlines
  • Numerate with highly developed commercial acumen
  • Ability to identify and investigate anomalies to point of resolution
  • To work as part of a team and on an individual basis
  • Good relationship builder
  • Strong interpersonal skills (including oral, written and presentation /reporting skills
  • Experience in the use of Microsoft Outlook, Word & very proficient in Excel

The following experience would desirable but not essential as full training will be provided
  • Experience of Telecoms billing software, software and/or billing processes
  • Experience of working in the Telecoms or Mobile environment
  • Write SQL queries

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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