Telecom Voice Provisioning Analyst
Core
Resolve customer support tickets and escalations while processing telecommunications service requests (port-ins, port-outs, moves, adds, changes) and interpreting Local Service Requests to execute service changes.
Role type
Telecom Voice Provisioning Analyst
Builds
Voice service continuity and customer support for carrier customers
Domain
Telecommunications / Voice Operations
Required skills
Local Service Request (LSR) interpretation, order management workflows, porting operations (residential/business/government/enterprise), ancillary services (E911, Caller ID, directory listings), internal/external system navigation, ticket resolution, vendor coordination, QA auditing, data analysis
Preferred skills
Quality Assurance program experience, vendor case audits, QA coaching, calibration discussions
Technologies
Microsoft Excel, Microsoft Word, Microsoft Outlook
Responsibilities
Respond to and resolve customer support tickets and escalations; review and process telecommunications service requests for port-in and port-out scenarios; read and interpret Local Service Requests to convert requirements into service changes; manage work across internal systems and customer platforms tracking multiple order types and priorities; communicate with internal teams, vendors, and customers to gather information and complete orders; facilitate daily calls with vendor and customer teams to provide order status updates; investigate, escalate, report, and resolve service issues; monitor queues and assignments to ensure timely processing; participate in Quality Assurance activities by auditing vendor cases and providing coaching.
Seniority
Mid-level, hands-on IC