Porting Escalation Specialist
About The Position
The Porting Escalation Specialist is the senior escalation point for complex number-porting situations involving high-value customers, multi-stakeholder partner deployments, and other cases that require clear communication and ownership. The role engages directly with Premier and Elite customers and certified Zoom partners when first-line support has reached its limits, using knowledge of local number portability to drive resolution, manage expectations, and help prevent recurring issues. The position is part of Zoom’s Porting Support team within Technical Support, which supports number porting for Zoom Phone and Zoom Contact Center. The team works with carriers, certified partners, PSO teams, and internal stakeholders across Product, Engineering, Sales, and Customer Success. In addition to handling escalations, the specialist mentors Porting Specialists and contributes to team processes, documentation, training, and operating standards. The role may require after-hours or on-call availability for critical issues.
Requirements
- At least 5 years of experience in Technical Support or Telecommunications, including at least 2 years focused on number porting or carrier operations.
- Deep working knowledge of number-porting processes, including LNP (Local Number Portability), CSR (Customer Service Records), LOA (Letter of Authorization), and carrier provisioning workflows.
- Demonstrated ability to manage high-stakes escalations in a fast-paced, customer-facing environment and remain composed in complex, multi-stakeholder situations.
- Strong carrier relationship-management experience, including resolving disputes, negotiating outcomes, and addressing systemic issues.
- Excellent written and verbal communication skills, including the ability to translate technical complexity into clear, actionable information for customers, partners, and leadership.
- Experience mentoring or developing team members, with an interest in building capability through knowledge-sharing and process improvement.
- Eligibility to access Zoom for Government (ZfG) and Zoom for Defense environments; US-based personnel are required.
Nice To Haves
- A relevant degree; equivalent experience is equally valued.
- Familiarity with Zoom Phone, UCaaS, VoIP platforms, or ticketing systems such as ServiceNow.
Responsibilities
- Own complex, high-priority porting escalations from partners, PSO teams, and internal stakeholders, driving each to resolution with urgency and clear communication.
- Triage and route escalation tickets to appropriate team members.
- Build and maintain carrier relationships to facilitate port processing, resolve disputes, and address recurring issues.
- Mentor and develop Porting Specialists through coaching, hands-on guidance, and knowledge-sharing.
- Communicate promptly and clearly with customers, partners, and internal teams, including when delivering difficult news or managing expectations in high-stakes situations.
- Partner with the Porting Support Manager on KPI tracking, reporting, and process improvements.
- Lead and monitor large-scale projects from initiation through completion, keeping progress, timelines, and deliverables on track, particularly during peak periods or when escalation volume is lower.
- Create and maintain documentation, training materials, and standard operating procedures.
- Remain flexible and available for after-hours or on-call support when critical porting issues require immediate attention.
Benefits
- Benefits and options intended to support employees’ physical, mental, emotional, and financial health, work-life balance, and community involvement.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
