Customer/Technical Support Representative - Porting Specialist
About The Position
Concord Technologies is seeking a Porting Specialist in Seattle, Washington, to help customers migrate from their previous service provider to the Concord network. The role primarily involves porting customers’ existing fax numbers to one of Concord’s underlying inbound telephony providers, along with providing a broad range of support to Concord’s customer base. The representative performs standard troubleshooting and incident reporting and escalates issues to the next tier when necessary. Support is provided mainly by email, with occasional phone calls expected. The position calls for an articulate, outgoing, personable, detail-oriented person who can work independently and is eager to learn.
Requirements
- Prior customer service and/or technical support experience.
- Excellent written and verbal communication skills.
- Excellent interpersonal skills and the ability to interact professionally with customers and colleagues across the company.
- Ability to multitask independently, prioritize and resolve urgent issues, follow processes, and maintain high attention to detail.
- Working knowledge of Windows and Microsoft Office.
- Basic understanding of cloud and virtualization technology.
Nice To Haves
- Previous experience with a telecommunications provider.
- Strong working knowledge of SMTP, TCP/IP, DNS, VPN, internet applications, and remote access.
Responsibilities
- Process LNP work order requests, including porting telephone numbers.
- Serve as an initial point of contact for customers, providing support primarily by email and answering occasional phone calls.
- Review monitoring tools and ticket queues.
- Create, review, update, and resolve trouble tickets.
- Perform standard troubleshooting and incident reporting.
- Escalate requests and issues to the next support tier when necessary.
- Assist customers with migrating from previous service providers to the Concord network.
Benefits
- 401(k) plan with a 6% company match that vests immediately.
- Flexible time off and sick time.
- 10 company holidays.
- Medical, dental, and vision benefits; employee-only coverage is fully covered, and the company covers 60% of premiums for employee-plus-dependent coverage.
- Voluntary pet insurance.
- Employee, spousal, and child life and AD&D insurance options.
- Paid parental leave program.
- Free unlimited ORCA card for Seattle-area residents.
- Employee rewards and recognition through NectarHR.
- Unlimited access to Udemy for Business.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
