Job Description
Technical Provisioning Specialist L1
Location: Makati City, Philippines
Work Setup: Full Onsite
Shift: Night Shift
Employment Level: L1 / Individual Contributor
Job Summary
The Technical Provisioning Specialist L1 is responsible for ensuring accurate and timely order fulfillment across the Marketplace. The role monitors automated orders, investigates known API and workflow errors, performs approved manual provisioning activities, and coordinates with partners, vendors, and internal stakeholders to resolve provisioning-related concerns.
The position also supports troubleshooting, documentation, data validation, process improvement, and knowledge management while building expertise across Marketplace systems, vendor portals, provisioning workflows, and support tools.
Key Responsibilities
- Monitor automated orders and investigate known API, provisioning, and workflow errors.
- Coordinate with vendors and internal stakeholders to complete order placement, corrections, or required adjustments.
- Provide partners and internal stakeholders with timely updates regarding order delays, next steps, and expected resolution timelines.
- Follow established processes to manually provision approved products and services when required.
- Develop working knowledge of Marketplace functionality, provisioning workflows, vendor portals, and internal support tools.
- Progress toward subject matter expertise and escalation readiness across supported provisioning processes.
- Document newly identified errors, resolutions, and repeatable troubleshooting procedures in the appropriate knowledge-management system.
- Isolate and reproduce provisioning defects and gather relevant technical evidence before escalation.
- Escalate identified issues to the appropriate technical or operational teams.
- Perform approved production-level API validation when required.
- Support bulk-order corrections, data-validation activities, and other provisioning-related projects.
- Assist in onboarding new team members by demonstrating established processes and sharing approved resources.
- Serve as an initial point of contact for routine provisioning and process-related questions.
- Follow documented procedures and escalation paths to maintain accuracy, quality, and service standards.
- Contribute to continuous improvement initiatives involving provisioning workflows and operational processes.
Qualifications
- Experience in one or more of the following areas:
- Technical Support
- SaaS or Cloud Support
- Service Delivery
- Provisioning
- Order Management
- Technical Operations
- Customer Support or Customer Service
- Equivalent transferable experience may also be considered.
- Strong structured problem-solving and troubleshooting skills.
- Ability to follow documented procedures and investigate operational or technical errors.
- Ability to interpret available data and determine when escalation is required.
- Strong attention to detail and accuracy.
- Ability to communicate professionally with partners, vendors, and internal stakeholders through email, chat, phone, or case-management tools.
- Ability to learn new systems, platforms, tools, and processes quickly.
- Ability to manage changing priorities and work accurately in a high-volume environment.
- Strong interpersonal skills and ability to build positive working relationships with customers and colleagues.
Preferred Technical Exposure
Experience or familiarity with any of the following is an advantage:
- SaaS or cloud platforms
- Provisioning workflows
- Automated order processing
- API-related troubleshooting
- Vendor portals
- Marketplace systems
- Case-management or ticketing systems
- Data validation
- Technical documentation
- Knowledge-management systems
- Issue escalation procedures
- Partner or vendor coordination
Education and Certifications
- Relevant tertiary education, industry certification, or equivalent practical experience is preferred.
- A college degree is not strictly required where the candidate has relevant practical experience and demonstrates the required competencies. Job Description - Provisioning
Core Competencies
- Technical troubleshooting
- Structured problem solving
- Provisioning and order fulfillment
- Attention to detail
- Process adherence
- Data accuracy
- Stakeholder communication
- Vendor coordination
- Documentation
- Time management
- Adaptability
- Prioritization
- Customer and partner orientation
- Continuous learning
- Team collaboration
Work Environment
This role operates in a professional office environment and routinely uses computers, collaboration tools, case-management systems, vendor portals, Marketplace platforms, and other standard business technology.
The employee is expected to work fully onsite in Makati City and must be amenable to a night-shift schedule.
