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Cloud Operations - Customer Service Specialist II

Date:  Sep 12, 2021

Buenos Aires, B, AR

Requisition ID:  30779

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

About the Role

New Product Introduction (NPI) Operations is currently seeking Customer Service Specialist I or II associates for onboarding, billing, SLA, and Move/Add/Change/Delete (MACD) services for Avaya Cloud.  This position is responsible for interfacing with customers, partners, and Avaya teams in all phases of the post-order project delivery lifecycle to enable customers to consume the product or service where self-service options are not yet available.  This role develops and maintains positive customer relations by acting as a confident and trusted advisor, ensures that customer requests are handled appropriately and in a timely manner, and is able to work through complex problems where analysis of situations or data requires an in-depth evaluation of various factors. This position requires an individual who enjoys working wide range of project, processes, and issues with limited guidance, providing solutions and improvements to the customer experience.  Key areas of focus include development, testing, and delivery of onboarding processes, customer enablement, billing operations (pre/post pay, invoicing, credits), and MACDs. 

About the Responsibilities

About You:

You are a self-starter who needs minimal direction, a focused individual who adapts quickly to changes, and has skills in customer service, cloud operations, onboarding, billing, SLA, and MACD  functions and are able to work across multiple simultaneous projects, representing the needs of customer to all levels. 

About the Requirements

Key Skills and Requirements

  • Strong written and verbal communication skills
  • Proficient MS Excel skill
  • Proficient with SAP for billing, subscriptions, order entry, and customer creation functions
  • Receive and review onboarding, billing, SLA, and MACD notifications (E.g. Order, email, ticket, invoice, etc.)
  • Learn and implement Google Cloud Projects, Social Media Channels (Facebook, Twitter, WhatsApp), Avaya Services (CPaaS, SIP Trunking), Agent tools, etc.
  • Provide customer overviews for onboarding, billing, and MACD input and process requirements
  • Experience onboarding solutions within cloud computing platforms
  • Experience with billing operations
  • Experience with implementation of customer’s moves, adds, changes, and deletions requests. 
  • Experience delivering and supporting complex projects to production
  • Basic understanding of current cloud technology trends and concepts
  • A strong sense of accountability and an urgency to resolve customer problems.
  • Demonstrate the ability to absorb new skills quickly.
  • Strong desire to be innovative and contribute to process creation and improvement.
  • Excellent attention to detail.
  • Strong organizational skills with an ability to manage competing demands.
  • Analytical, problem-solving, and troubleshooting skills\
  • Demonstrate great teamwork



  • Bachelors or equivalent in Operations, Computer Science, Engineering, a related field, or equivalent practical experience.


3 - 6 Years of Experience


Bachelor degree or equivalent experience

Preferred Certifications


Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).