Tier 3, Advanced Voice Routing and Portability

Comcast

1d•$16 - $37

About The Position

The Tier 3 Specialist – Advanced Voice Routing & Portability plays a critical behind-the-scenes role supporting Xfinity Mobile operations nationwide. This position focuses on complex troubleshooting, number portability, advanced routing, regulatory considerations, and fraud-related investigations, partnering closely with internal teams, field technicians, and third parties to resolve high-impact issues. This is a back-office, investigative role that requires strong analytical skills, deep attention to detail, and comfort making independent decisions. While customer impact is significant, customer interaction is limited and primarily managed through email and voicemail, enabling specialists to concentrate on complex troubleshooting and investigative work.

Requirements

Direct experience with mobile number porting and portability (required)
Typically, 2–3 years supporting or owning this type of work. Candidates without prior mobile experience will not be considered.
Experience supporting Xfinity Mobile or similar mobile environments strongly preferred.
Strong proficiency with Microsoft tools (Excel, Word, SharePoint) used daily.
Ability to work effectively in a fast-paced environment with frequent pivots.
Strong written and verbal communication skills
High attention to detail with the ability to manage complex, transactional work accurately.
Comfort working independently and making decisions, with escalation as needed.
Willingness to work variable schedules, nights, weekends, and overtime as required.

Nice To Haves

Strong troubleshooting mindset — enjoys digging into issues and proposing solutions.
Familiarity with investigating fraud-related activity or regulatory impacts
Experience working across multiple systems simultaneously.

Responsibilities

Perform advanced data analysis and troubleshooting to resolve complex service orders, repair tickets, activation issues, and portability errors across the national footprint.
Investigate and resolve advanced voice routing, porting, control, security, and 911 addressing issues, leveraging multiple systems and institutional knowledge.
Serve as a subject matter expert for complex escalations, supporting Tier 1 and Tier 2 teams, field technicians, and operations partners.
Work cross-functionally with third-party vendors, internal partners, and leadership to identify root causes and recommend processes or tool improvements.
Maintain accurate documentation and notes in multiple systems when manual intervention is required.
Support outage identification and restoration by opening and tracking system trouble tickets with appropriate fix agencies.
Assist with training and knowledge sharing across the team on systems, processes, and technologies.
Function as a liaison between internal and external operational organizations to ensure timely resolution and clear communication.
Demonstrate consistent productivity, accuracy, and accountability in a fast-paced, high-impact environment.
Other duties and responsibilities as assigned.