Zoom: Porting Specialist

Job Purpose:

The Porting Specialist position is part of a team that is responsible for the overall phone service delivery of voice, SMS, regulatory compliance, number management, and number porting to customers (new and existing) from the time the order is received to order completion. In addition, the Porting Specialist directive is focused on providing quality customer service experience, timely product delivery, strong task management skills, and the ability to identify problems and provide constructive resolution.

Job Overview:

• WFH setup

• Night shift with possibility to transition to shifting schedule depending on the client's territory

• HMO upon hire

Job Description:

The Porting Specialist position will manage the critical day-to-day operational components for the delivery of telephone services. This includes but may not be exclusive to: Global Number Portability (LNP), DID Listings, SMS, Translations, telephone back-office processes, Compliance verification, and managing special projects as necessary.

About the Team

Our team is more than just a group of individuals – we're a closely-knit family of passionate professionals who believe in the power of synergy. Together, we've built a vibrant and inclusive community where all member's unique strengths contribute to our shared success.

Our Team Philosophy: We firmly believe that the whole is greater than the sum of its parts. Our teams thrive on open communication, mutual respect, and a collective dedication to achieving greatness.

What Makes Our Team Special:

Diverse Expertise: Our team is a melting pot of talents, backgrounds, and skill sets. This diversity fuels our innovation and equips us to tackle complex challenges from multiple angles.

Shared Vision: Every team member is aligned with our overarching mission and goals. This unity of purpose drives us to deliver exceptional results and create an impact that resonates.

Supportive Atmosphere: We foster an environment where collaboration is the norm. Whether it's brainstorming sessions, cross-functional projects, or just a helping hand, our team is always there for one another.

Continuous Learning: We believe that growth never stops. Our team members have access to learning resources, workshops, and opportunities to stay ahead in their respective fields.

Celebrating Wins: Every milestone, no matter how small, is celebrated. We recognize and applaud individual and team achievements, creating a culture of motivation and positivity.

Innovation Hub: Curiosity thrives here. Our team encourages out-of-the-box thinking, welcoming bold ideas that challenge conventions and drive innovation.

About the Role

● Prepare Local Service Requests (LSR) utilizing carrier applications and interfaces (Globally).

● Submit, track, and document orders to Local Exchange Carriers (Across the Globe), using various internal and external systems.

● Monitor submitted orders to ensure Firm Order Confirmation (FOC) is received within regulated timeframes resolve order rejects within a timely manner and escalate as needed.

● Proactively manage internal system milestones, carrier issues, and order supplements to ensure order completion within established time-sensitive intervals.

● Utilize troubleshooting techniques to escalate and resolve order jeopardies of a simple and complex nature with ILECs/CLECs.

● Identify solutions to challenges that will make LEC Services more effective and efficient with openness to creativity, innovation, and change.

● Provision Emergency addresses across multiple markets; reject for prequel failures work with our e911 vendor and internal teams on prequel failures.

● Provide guidance and feedback to various teams (Both internal/external) as well as customers regarding project schedules to identify when each task will be performed and identify risks.

● Quickly troubleshoot and resolve porting escalations from customers, sales, onboarding, and other support teams at any time through various mediums.

● Perform compliance verification in various countries.

● Other number management duties as assigned.

About You

Basic Qualifications

● Working knowledge of VoIP or the Telephony industry

● Experience with LNP or Data management processes.

● Team player with strong interpersonal skills

● Excellent written and verbal communication skills

● Solid time management, organizational skills, multi-tasking skills, and analytical skills.

● Mature judgment and the ability to work independently and efficiently.

● Flexible, Punctual, regular, and consistent attendance.

● A high degree of accountability, accuracy, and attention to detail.

● Ability to be a team player and have a comfort level working within a fast-paced team environment.

● Must exhibit professionalism and a positive attitude and enjoy working with clients and various teams internally.

● Must be able to handle urgent and multiple tasks, and projects and prioritize them accordingly.

● Must be able to Deliver Happiness

Preferred Qualifications

● Proficiency with Microsoft Office applications such as Word, Excel, etc.

● 1 years of Telecom experience is preferred.

● Experience with various CRM platforms (Salesforce, Zendesk, or ServiceNow)