Hybrid Carrier Support Specialist, Tier 1

at Sangoma

• Job title: Carrier Support Specialist, Tier 1
• Job type: Full Time
• Experience level: Junior
• Salary: $21 - $26 per hour
• Degree requirement: High School Diploma
• Tech skills: VoIP
• Location requirements: Hybrid, Pittsburgh, United States

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
• 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.

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.