Offer summary

Qualifications:

High school diploma or equivalent required., Experience in telecommunications porting in Europe is essential., Above average proficiency in Microsoft Office products and familiarity with Microsoft Teams and Adobe Acrobat., Strong communication, interpersonal, and organizational skills are necessary. .

Key responsabilities:

Manage all aspects of telephone number and product order management for telecommunications work orders.

Resolve porting issues and ensure smooth onboarding for customers.

Track and communicate order statuses to customers, agents, and vendors throughout the order lifecycle.

Identify opportunities for process improvements to enhance production quality and efficiency.

Job description

This job requires that you have previous experience in telecommunications porting in Europe. This is a full-time remote opportunity based in the Ireland Timezone GMT for 8am-5pm PST shift. Shifts will be flexible with growth. The Telecommunications Voice Provisioning Specialist is a member of our Voice Provisioning Team. They are one of the primary contacts throughout the onboarding of clients and new services and work hard to deliver the highest level of customer service to our clients.

What to expect
As a Telecommunications Voice Provisioner, you'll be responsible for all aspects of telephone number and product order management of telecommunications work orders where accuracy and proactive issue handling are essential. Accepting incoming orders from our sales team, agent, partners and customers directly. Entry of all data into customer accounts and orders, documenting and maintaining all necessary communication and information within the customer account, as well as process and entry of orders. Orders may be complex at times, require solid project management skills, and good business judgement to determine best handling of orders. Tasks include quality assurance checks, submitting, tracking, communicating internally and externally of order status and issues, resolving problems, and completing orders.

Essential Duties and Responsibilities
The essential functions included for a Telecommunications Voice Provisioner but are not limited to the following:

Prepares, processes, and submits orders to carriers & vendors nationwide for new installations, moves, changes, and disconnects of telephone numbers and products
Resolves all porting issues and rejects to ensure smooth porting for the customer
Creates all order requests and tracks all provisioning orders for the entire life cycle of the order installation and communicate ongoing and milestone statuses to customers, agents, vendors and internal counterparts for all product types, including but not limited to: Microsoft Teams, UCaas platforms, SIP trunks, SIP DIDs, International DIDs.
Tracks critical dates for provisioning processes and updates system notes and work flow on a daily basis to provide the most up-to-date information for clients and internal counterparts
Participates in status calls with customers/carriers/vendors as needed
Escalates number porting orders with vendor/carrier when appropriate
Supports all inquiries by customers and assists to research and resolve any needs of the customer, pertaining to number/product provisioning and management
Acts as back up for all Provisioning Analyst positions as assigned
Identifies opportunities for process improvements that will result in demonstrated increases in production quality, efficiency, or quantity
Acts as 1st level internal resource to assist team members in performing duties and providing expertise as needed on Voice Provisioning.
Maintains the acceptable standards of efficiency and quality established by the company to ensure ultimate customer satisfaction
Other Duties as assigned
Customer Orders will include:

- Porting-In Telephone Numbers
- Understanding International Porting Regulations
- Porting-Out Telephone Numbers
- MACD or Moves, Adds, Changes or Disconnects
- Activations/Processing of multiple product options
- Disconnects of multiple product options
- Information queries
Knowledge and Minimum Requirements

High school diploma or equivalent required
Above average proficiency in Microsoft office products
Microsoft Teams
Adobe Acrobat
Experience in managing customer satisfaction
Understanding of local voice telecommunications services, including POTS, trunks, DIDs, toll free, VOIP, SIP, and UCaaS
Passionate about delivering the ultimate customer experience
Demonstrated professionalism in resolving customer issues
Excellent communication (verbal and written), interpersonal, and organizational skills.
Self-motivated and detail-oriented, with ability to learn new skills quickly
Ability to multi-task and adhere to established processes
Ability to create/maintain clear and concise processes and tool documentation
Ability to navigate multiple web based portals and systems with ease
Strong problem-solving skills and ability to develop creative solutions in a dynamic, high-volume environment

Seniority Level
Entry level with potential for growth
Industry
Information Technology & Services, Voice, Telecommunications
We are looking for applicants with at least 1 year of work experience or equivalent of working in customer service of telecom services, local number portability and someone who has excellent communication skills, a strong work ethic and foundational technical skills. Most importantly we are looking for quick learners ready to kick-start their careers. This is a fast-paced environment and requires someone who is self-motivated and disciplined.

Required profile