Tech Support Associate – Order Entry (Guadalajara)

About the role

Infosys is looking for a detail‑oriented Tech Support Associate to handle end‑to‑end order processing for telecom services in Guadalajara. The role focuses on accurate order capture, compliance checks, and coordination with sales and provisioning teams to ensure timely service delivery.

Key responsibilities

• Review and create tasks for orders submitted through CPQ tools such as Salesforce and IFO.
• Validate orders for product codes, pricing, contractual terms, customer details, service locations and technical specifications.
• Ensure all required documentation is attached and order details are complete.
• Update internal systems with circuit IDs, service attributes and billing information.
• Enter validated orders into inventory and provisioning platforms.
• Communicate order status, resolve discrepancies and escalate delays to meet SLA commitments.
• Collaborate with Sales, Provisioning and Customer Care Managers to resolve order‑related issues.
• Identify process gaps and suggest improvements for efficiency and accuracy.

Required profile

• Understanding of telecom order management processes and compliance requirements.
• High attention to detail with strong data validation skills.
• Ability to manage multiple priorities in a fast‑paced, cross‑functional environment.
• Effective written and verbal communication skills.

Required skills

• Salesforce (CPQ)
• VFO (or similar order entry tools)
• Inventory and provisioning systems
• Power BI (MSBI)
• ITIL practices
• ServiceNow or comparable ticketing tools