We are seeking a detail-oriented,highly motivated, and reliable Local Number Portability (LNP) Specialistto join our growing team. With a focus on innovation and customer success, wehelp organizations streamline their communications and drive business growth. TheLocal Number Portability (LNP) Specialist will manage the critical day-to-dayoperational components for the delivery of telephone services. This includesbut is not limited to: Local Number Portability (LNP), DirectoryAssistance/Directory Listings (DA/DL), and Shipping. The ideal candidate willbe a proven leader with a heavy achievement orientation, a high personal levelof excellence, and the ability to assess situations quickly/understand businessrequirements and use technology to assist in the end-to-end telephony process.
• Proven track record in a customer-facing technical support position
• General knowledge of internet service providers
• Prepare Local Service Requests (LSR) utilizing carrier applications and carrier interfaces.
• Submit, track and document LSR orders to Local Exchange Carriers (LECs / ILECs), using various internal and external systems.
• Monitor submitted LSR orders to ensure Firm Order Confirmation (FOC) is received within regulated timeframes, and resolve order rejects within a timely manner (escalating as needed)
• Proactively manage internal system milestones, carrier issues and order supplements to ensure order completion within established time-sensitive intervals.
• Utilize trouble-shooting techniques to escalate and resolve order jeopardies with ILECs/CLECs
• Coordinate all tasks and timelines with the Operations team to ensure timely and successful implementations.
• Ship phones to customers in accordance with the specified order.
• Learn how to use ERP system to track customer status.
• Manage RMA’s in a timely and efficient manner.
• High School Diploma required. BA or BS preferred.
• 1+ years of LNP, Networking, VoIP telephony, Trouble Shooting, Customer Service, or Call Center experience.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and the ability to build rapport with clients.
• A persistent, resilient, and goal-oriented mindset.
• Ability to work independently and as part of a team in a fast-paced environment.
• Experience with basic router configurations and other network devices like switches, IP telephones, basic networking issues and tools, LANs, WANs, and internet connectivity issues, like ping, traceroute, etc.
• Excellent communication skills (in-person, written, and phone).
• Professional and friendly customer service demeanor.
• Proficiency in Microsoft Excel, Outlook, and Word; comfort with paperless workflows.
• Team-oriented attitude with a willingness to learn.
• Extensive LNP Experience.
• Familiarity with the UCaaS, MSP, and VoIP support cycles.
• ERP System Experience
• Experience with VoIP telephony.
• Experience with basic router configurations and other network devices like switches, IP telephones, basic networking issues and tools, LANs, WANs, and internet connectivity issues, like ping, traceroute, etc.
• Represent the company professionally in all internal and external interactions.
• Contribute ideas and participate in initiatives supporting company goals.
• Perform office-based work requiring extended periods of computer use.
• Ability to lift up to 50 lbs. occasionally .
• Ability to sit for long periods of time and utilize a computer for extended periods of time.
