NOC Coordinator

The NOC Coordinator plays a critical role in supporting the Network Operations Center by ensuring seamless case progression and resolution. This position focuses on proactive follow-up, cross-functional coordination, and maintaining operational efficiency to prevent delays and optimize service delivery.

Key Responsibilities

Proactive Case Management:

• Actively monitor and follow up on open cases to ensure timely progression, resolution, and adherence to service level agreements.

Property Coordination & Communication:

• Initiate outbound calls to properties to gather status updates, verify action items, and facilitate next steps

• Draft and send targeted follow-up emails to ensure accountability and maintain communication flow

• Track ongoing renovations, equipment installations, and other site-specific requirements to completion

Case Advancement & Escalation:

• Identify and document clear next steps for each case to prevent stagnation

• Collaborate with internal teams to identify and resolve blockers impacting case progression

• Escalate critical issues appropriately to ensure swift resolution

Documentation & Reporting:

• Maintain comprehensive, accurate, and timely case notes documenting all follow-up activities, outcomes, and status changes

• Ensure data integrity across all tracking systems for audit and reporting purposes

Requirements:
Technical Knowledge:

• Foundational to intermediate understanding of wireless infrastructure, network connectivity, and telecommunications concepts

Industry Experience:

• Prior experience in a call center or technical support environment, with a preference for candidates supporting HSIA (High-Speed Internet Access) and MDU (Multi-Dwelling Unit) operations

Communication Excellence:

• Strong verbal and written communication skills with the ability to interact professionally with internal teams and external property contacts

Organizational Skills:

• Exceptional attention to detail, systematic approach to task management, and proven ability to prioritize multiple concurrent cases

Work Characteristics:

• Experience with ticketing systems, CRM platforms, or NOC monitoring tools
• Self-motivated and proactive in identifying and addressing follow-up needs

• Ability to work independently with minimal supervision while maintaining team collaboration
• Willing to work onsite
• Willingness to work rotating shifts, including nights, weekends, and holidays

Benefits:
• Free one meal a day
• Emergency Loan and Other Financial Assistance Program
• Free 24 Hours snacks and beverages
• Health Insurance
• Health Subsidy
• Interest-Based Clubs
• Life Insurance
• Team Socialization Allowance
• Perfect Attendance Bonus
• Year-End Performance Bonus Plan(Company discretion)
• And much more