Answer technical support requests via email, chat, and phone
Processes all new porting for new or existing customers accurately and timely.
Responsible for verifying all documentation needed from start to finish of the porting process.
Manage day to day order process to ensure completion within established intervals.
Responsible for handling local number porting escalations by facilitating close and frequent customer communication and escalating with underlying carriers.
Responsible for coordinating/ communicating with all stockholders to review and verify order, review required information to schedule/coordinate and communicate milestone dates.
Demonstrated ability to meet deadlines and handle multiple projects and cases.
Contributes to team effort by accomplishing related results as needed.
Perform other duties as assigned.
Perform data validation and entry as required.
Ensure supplemental request are properly handled internally and externally.
Previous experience in a client-facing technical role for a product business
Ability to use personal computer and basic software applications; for example: Microsoft Word, Microsoft Excel.
Ability to handle and prioritize multiple tasks while maintaining attention to detail.
Ability to make sense of something complex and explain it in plain English
Attention to detail.
Excellent organizational skills.
Open-minded, positive and keen to learn
Great attitude, team player
Willing to work flexible hours
Excellent written and verbal communication skills
Fluent in English
Keen to mentor and help train junior team members
Experience in Customer Support
Able to read and interpret CSRs and LOA information from various carriers.
Relevant work experience: 2+ years of telecommunication porting related experience