Telecom Voice Provisioning Analyst
$51,709–$75,005 year
HybridChicago, Illinois, United States or Louisville, Kentucky, United States
Job Summary
Respond to and resolve customer support tickets and escalations using established procedures. Review, process, and manage telecommunications service requests including LSRs, LOAs, COBs, CSRs, LIDB, CNAM, and E911 records for port-ins and port-outs across residential, business, government, and enterprise segments. Read and interpret Local Service Requests to translate requirements into service changes such as moves, adds, changes, and disconnects. Manage work tasks across internal and customer systems while tracking multiple order types, priorities, and critical dates simultaneously. Facilitate daily calls with vendor and customer teams to provide order status updates and resolve issues. Participate in Quality Assurance activities by auditing vendor cases and providing coaching. Assist with special projects, training, and education as assigned. This hybrid role requires two days per week in-person at a TransUnion office.
Required Qualifications
- 5+ years of telecommunications experience involving Local Service Requests (LSRs), specifically port-ins and port-outs, including moves, adds, changes, disconnects, and ancillary services such as E911, Caller ID, and directory listing
- Proven experience in a Customer Service, Service Delivery, or Provisioning role, with the ability to deliver an excellent customer experience and exceed customer expectations
- Strong understanding of telecommunications provisioning processes, voice and numbering operations, and order management workflows to support accurate and timely service activation
- Strong analytical, problem-solving, organizational, and time management skills, with the ability to balance multiple tasks, deadlines, order types, and customer priorities simultaneously
- Associate degree or higher
- In-depth understanding of LSRs, including the ability to review, interpret, and process Local Service Requests accurately
- Experience working in internal and external customer systems to manage tickets, orders, escalations, and provisioning-related tasks
- Proficiency in Microsoft Office, including Excel, Word, and Outlook, to support tracking, documentation, communication, and reporting activities
- Working knowledge of telecommunications records and services, including LOA, COB, CSR, LIDB, CNAM, E911, Toll Free/International, Residential, Business, Government, and Enterprise porting
- Experience participating in Quality Assurance programs, including vendor case audits, QA coaching, and QA calibration discussions
- Ability to facilitate daily customer and vendor calls while maintaining clear communication, professionalism, and a customer-first approach
- Strong attention to detail and project management skills to support multiple tasks, work queues, customer requests, and critical timelines
- Ability to support training, cross-functional education, and special projects as assigned by management
- Experience working in a hybrid environment, with regular performance of responsibilities both virtually and in person at an assigned TransUnion office location for a minimum of two days per week
- Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company's reputation
Desired Qualifications
- Bachelor's degree or higher preferred, or equivalent experience and knowledge relevant to telecommunications provisioning, service delivery, or customer operations
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