Carrier Support Specialist Tier 1

Sangoma-posted about 2 months ago

$21 - $26/Yr

Full-time • Entry Level

Pittsburgh, PA

251-500 employees

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Join Sangoma as an Carrier Support Specialist, where you will be at the forefront of our telecommunications operations! As a recognized leader in business communications, Sangoma provides cutting-edge solutions including UCaaS, VoIP, and network services to empower businesses around the globe. In this role, you will be responsible for managing Number Portability (LNP) processes while collaborating with various external carriers and internal teams to ensure seamless service transitions for our customers. Your expertise will help us maintain service integrity and optimize the customer experience as they migrate their phone numbers from one carrier to another. You will also be instrumental in handling inquiries related to number portability, resolving issues, and ensuring compliance with regulatory requirements. If you have a strong background in telecommunications and a passion for customer satisfaction, this is an exciting opportunity to make a significant impact at Sangoma!

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.

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.

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

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