Senior Customer Support Specialist providing exceptional customer support and processing analysis for clients in Guatemala. Assist with high escalations and create outstanding user experiences.
About the role
- Carrier Support Specialist managing telecommunications operations at Sangoma. Handling Number Portability processes and customer support for seamless service transitions.
Responsibilities
- Provide provisioning and porting support to customers via:
- Ticketing system
- Web portal
- Phone queue
- 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.
Requirements
- 1–2 years of experience in telecommunications, VoIP, or related technical/customer support roles.
- High school diploma or equivalent required; associate’s degree or technical certification preferred.
- Basic understanding of Local Number Portability (LNP) processes, telecommunications carriers, and provisioning workflows.
- Strong written and verbal communication skills.
- Customer-focused mindset with the ability to build professional relationships.
- Excellent problem-solving and analytical skills.
- Ability to work independently and within a team environment.
- Proficiency with ticketing systems, CRM platforms, and general productivity software (e.g., Microsoft Office or Google Workspace).
- Strong organizational skills and attention to detail.
Benefits
- Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
- Matching 401K program - 100% match on 4%.
- Employee Stock Purchase Plan after one year of service.
- Flexible Time Off & Company Holidays
- Entrepreneurial work environment partnered with high-growth career opportunities
- We value transparency and fairness in our compensation practices.
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