Technical Data Gathering Specialist

• The Technical Data Gathering Specialist is responsible for coordinating, collecting, reviewing, and validating the technical information required to support successful customer service delivery. This position works directly with customers and internal teams to ensure that technical requirements are complete, accurate, and available before an order advances into provisioning.
• The role supports a digital, customer-focused TDG experience that allows customers to provide or update technical information through self-service forms. The specialist reviews the information received, resolves missing or unclear requirements, and helps ensure the order can move forward using validated customer data or approved standard configuration information., Technical Data Collection and Validation
• Gather and verify customer technical requirements using the established digital TDG process.
• Review information submitted through customer-facing TDG web forms for accuracy, completeness, and usability.
• Validate collected TDG information before the order proceeds into provisioning.
• Compare customer responses with existing order and service information.
• Identify incomplete, inconsistent, or missing technical information and coordinate the appropriate follow-up.
• Apply approved standard or default configurations when the customer does not provide the required information within the established response period.
• Ensure technical information supports timely and accurate service delivery.

Customer Engagement

• Support customers in understanding the technical information required for their service.
• Communicate clearly with customer technical contacts when additional information, clarification, or corrections are needed.
• Assist customers with questions related to the TDG form and submission process.
• Support a consistent customer experience by helping customers digitally provide, verify, and update their technical information.
• Promote customer adoption of the digital TDG process.
• Document customer responses and relevant follow-up activities.

Order and Task Management

• Monitor Technical Data Gathering and Order Verification tasks associated with assigned orders.
• Review tasks that remain in a pending status while awaiting customer response.
• Take appropriate action when the customer responds or when the applicable response timer expires.
• Ensure validated technical data is available before the order progresses to downstream provisioning activities.
• Coordinate with Order Entry when TDG information affects order readiness or the status of an Order Verification task.
• Maintain visibility into TDG milestones and communicate potential delivery impacts to the appropriate stakeholders.

Data Quality and Systems Support

• Review technical data enriched from existing systems and determine whether additional customer verification is required.
• Ensure customer responses are accurately associated with the appropriate order and service.
• Support the transfer or write-back of collected information into designated systems.
• Verify that technical data remains accessible for downstream delivery and provisioning teams.
• Identify discrepancies between customer-submitted data and information already contained in internal systems.
• Escalate system, data, workflow, or integration issues that prevent TDG completion.
• Participate in testing activities to confirm that TDG information is captured and presented correctly.

Cross-Functional Collaboration

• Partner with Sales, Sales Engineering, Customer Care, Order Entry, Service Delivery, provisioning, and technical engineering teams.
• Coordinate with Sales Engineering when product design information or technical requirements require clarification.
• Work with Customer Care Managers to maintain awareness of customer notifications, outstanding responses, and order status.
• Collaborate with Order Entry to ensure the TDG information reflected on the order is complete and accurate.
• Support Service Delivery teams by providing visibility into the status of technical data collection.
• Participate in process improvement, testing, and implementation activities related to digital TDG capabilities.

Process Improvement

• Identify recurring gaps in customer submissions, forms, notifications, or technical-data requirements.
• Recommend improvements that reduce manual data entry and increase automation.
• Help standardize TDG requirements and customer communications across supported products.
• Participate in user acceptance testing and implementation readiness activities.
• Provide feedback regarding form usability, data quality, system functionality, and customer experience.
• Support enhancements that improve the accuracy, consistency, and timeliness of technical information used for service delivery., * Recommended performance measures for the position include:
• Accuracy and completeness of technical information.
• Percentage of TDG activities completed before provisioning.
• Timeliness of customer follow-up.
• Reduction in orders delayed because of missing or incorrect technical information.
• Reduction in manual data entry and rework.
• Compliance with established TDG and Order Verification processes.
• Quality of documentation and system updates.
• Customer and internal stakeholder satisfaction.
• Contribution to TDG process, automation, and customer-experience improvements.

Working Relationships

• The Technical Data Gathering Specialist routinely collaborates with:
• Customers and customer technical contacts
• Technical Design Engineers
• Sales and Sales Engineering
• Customer Care Managers
• Order Entry
• Service Delivery
• Provisioning and activation teams
• Product and process teams
• Application, automation, and system-support teams
• These working relationships reflect the teams identified in the digital TDG process, including Technical Design Engineering, Order Entry, Customer Care, Service Delivery, and Sales/Sales Engineering., The Technical Data Gathering Specialist collects, reviews, and validates customer technical information required for telecommunications service delivery. The position works with customers and cross-functional internal teams to resolve missing information, manage TDG and Order Verification activities, maintain data accuracy, and ensure orders are technically ready for provisioning. The ideal

• The following qualifications are recommended for the position based on the responsibilities above:
• Experience in telecommunications, service delivery, order management, provisioning, network implementation, technical support, or a related operational environment.
• Demonstrated ability to interpret customer orders, product information, and technical requirements.
• Strong analytical and problem-solving capabilities.
• Ability to identify missing, conflicting, or incomplete technical information.
• Strong written and verbal communication skills.
• Ability to communicate technical requirements clearly to both technical and nontechnical audiences.
• Experience working across multiple functional teams.
• Strong organizational skills with the ability to manage multiple orders, tasks, and customer follow-ups.
• Ability to work within established service-delivery timelines and escalation procedures.
• Proficiency with web-based forms, workflow tools, order-management applications, and Microsoft Office applications., * Knowledge of telecommunications products such as Dedicated Internet Access, VPN, SD-WAN, broadband, managed router, Ethernet, private line, wavelength, colocation, security, and related network services. These are among the product categories referenced in the TDG presentation.
• Experience with technical design, technical data collection, or customer requirements validation.
• Experience supporting customer service activation or network provisioning.
• Familiarity with digital customer-notification and self-service processes.
• Experience conducting user acceptance testing or validating workflow enhancements.
• Familiarity with structured and unstructured technical data, system integrations, and automated workflows.

Core Competencies

• Customer focus
• Technical data accuracy
• Attention to detail
• Order ownership
• Critical thinking
• Cross-functional collaboration
• Clear communication
• Process discipline
• Continuous improvement
• Results orientation
• Adaptability
• Timely escalation, candidate brings strong telecommunications knowledge, attention to detail, customer communication skills, and experience supporting order management or service delivery processes.