Customer Support

• Provide provisioning and porting support to customers via:
• Ticketing system
• Web portal
• Phone queue
• Email
• Participate and contribute to:
• Daily department roundtable meetings
• Weekly organizational roundtable meetings
• Process Standard & Bulk LNP requests, submitting orders to underlying carriers and/or originating providers.
• Act as a proactive liaison between customers and carriers to ensure completion of all porting orders.
• Monitor and manage carrier number port-out notifications, disputing orders as directed by customers.
• Perform post-port testing using available tools/software to confirm successful number porting.
• Fulfill carrier provisioning orders and maintain communication with vendors until order completion.
• Assist with carrier reconciliation processes to maintain accurate and up-to-date database listings.
• Educate customers on industry standards and company processes to promote successful future porting requests.
• Escalate unresolved or complex customer issues to the Lead LNP Specialist and/or LNP Manager.
• Prepare and send an end-of-shift report to the department each evening.
• Create, update, and maintain internal and customer-facing knowledge base/wiki articles.
• Conduct self-directed research on VoIP, CPaaS, and other relevant technologies to remain informed and effective in the role.
• Perform other related duties as assigned by management.

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