Customer Support Operations
Core
Resolve high-volume customer inquiries and monitor number pooling processes for critical telecom products including caller ID and local number portability (LNP) platforms.
Role type
Customer Support Operations Specialist (Telecom)
Builds
Seamless service delivery for caller ID, trusted call solutions, and LNP platforms across the U.S. and Canada.
Domain
Telecommunications / Customer Support Operations
Deliverable
client delivery
Required skills
Local Number Portability (LNP) concepts, routing and switching, IP protocols, Salesforce or similar ticketing systems, Microsoft Excel (pivot tables), order processing, SLA management, complex issue escalation, KPI reporting
Preferred skills
Engineering and Development team collaboration, high-profile client relationship management, technical implementation support during releases
Responsibilities
Resolve customer inquiries via phone, email, and ticketing systems; monitor number pooling processes and review daily reports; communicate with providers to support number porting; process and track orders through the portability lifecycle; maintain accurate records and manage helpdesk tickets; act as a subject matter expert for complex issues; partner with internal teams to resolve network/system issues; use analytics to support business decisions.
Seniority
Mid-level, hands-on IC