Customer Support Operations
$37,898–$54,995 year
HybridChicago, Illinois, United States or New York City, New York, United States
Job Summary
Hybrid role combining customer support and technical operations for a portfolio of telecom products across the U.S. and Canada. Resolve high-volume inquiries via phone, email, and ticketing; monitor number pooling processes and support smooth number porting with providers/clients; process and track portability lifecycle orders; maintain records, meet SLA requirements, and escalate as needed. Act as a subject-matter expert, collaborate with internal teams to resolve network/system issues and support testing/releases; leverage analytics and KPI reporting to inform business decisions while providing 24/7 operational support. Requires a Bachelor’s degree with 4–5 years of customer support/telecom experience and strong telecom knowledge (LNP, routing, switching, IP protocols); proficient in Microsoft Office and Salesforce or similar ticketing systems; excellent communication and cross-functional collaboration skills.
Required Qualifications
- Bachelor’s degree preferred with 4–5 years of customer support/helpdesk or telecom experience, including 3+ years of technical application support.
- Strong knowledge of telecom concepts, especially Local Number Portability (LNP), routing, switching, and IP protocols.
- Excellent verbal and written communication, strong interpersonal skills, and a customer-focused mindset with CRM experience.
- Strong analytical, problem-solving, and decision-making skills, with the ability to simplify complex information for clients.
- Ability to multitask in high-volume environments, manage escalations, and demonstrate leadership and collaboration.
- Advanced proficiency in Microsoft Office tools, especially Excel (including pivot tables and reporting), Outlook, Word, and PowerPoint.
- Experience in using Salesforce or similar ticketing systems, with the ability to manage support workflows and process orders through web-based tools.
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