Voice and Data Support I or II

Astound Broadband • Bethlehem, PA

9d • $22 - $34

About The Position

The Voice and Data Support Specialist provides foundational support for service provisioning, Local Number Portability (LNP) port-in and port-out activity, and basic E911 functions. The role supports residential, small business, commercial, and enterprise customers across all markets, working under established procedures and close supervision with a focus on accuracy, documentation, and compliance with FCC requirements and internal workflows.

The specialist provisions and activates residential voice and data services, resolves routine service order errors, performs basic line testing and service verification, and provides frontline provisioning assistance to field technicians. The position also provides Tier I provisioning support for CNOC-supported commercial and enterprise customers, including inbound call handling, ticket creation, triage, and escalation.

The role processes standard LSR port-in and port-out requests using NPAC/Neustar and other approved platforms, verifies relevant account and portability information, maintains records in systems such as Bolt and ICOMS, and follows defined procedures for E911, LIDB, and CNAM updates. The specialist documents work for audit traceability, follows SLAs and escalation guidelines, and performs other duties as assigned.

Requirements

• High school diploma or equivalent.
• Foundational understanding of telecommunications products and services.
• Ability to learn and operate provisioning, billing, and ticketing systems.
• Strong attention to detail and documentation accuracy.
• Effective verbal and written communication skills.
• Ability to prioritize tasks in a high-volume environment.
• Ability to follow detailed procedures under supervision.

Nice To Haves

• One or more years of telecom or technical support experience is preferred.

Responsibilities

• Provision and activate residential voice and data services.
• Resolve routine service order errors using provisioning systems.
• Perform basic line testing and service verification.
• Provide frontline provisioning support to field technicians.
• Perform basic MetaSwitch navigation and task execution.
• Provide Tier I provisioning support for CNOC-supported commercial and enterprise customers, including inbound calls, ticket creation, triage, and escalation according to defined procedures.
• Process standard LSR port-in requests via NPAC/Neustar or approved carrier platforms.
• Validate required port-in data elements for completeness and accuracy.
• Escalate discrepancies or missing information through defined escalation paths.
• Update Astound-related entries within NPAC/Neustar as directed.
• Document port-in activity accurately within Bolt for audit traceability.
• Process CSR and LSR port-out requests received from CLECs via NPAC/Neustar and Inteliquent.
• Verify customer account status and basic number portability eligibility.
• Apply approved FCC-compliant rejection reasons when applicable.
• Enter residential port-out work orders in ICOMS and monitor completion.
• Respond to standard reschedule and cancellation requests according to procedure.
• Process E911, LIDB, and CNAM updates following documented workflows.
• Assist in researching standard E911 errors and escalate unresolved issues.
• Maintain accurate records to support audit and compliance readiness.
• Follow approved procedures, SLAs, and escalation guidelines.
• Perform other duties as assigned.

Benefits

• 401(k) retirement plan with employer match.
• Medical, dental, vision, life, and short-term disability insurance options.
• Paid time off and vacation starting at 80 hours per year, increasing with tenure.
• 40 hours of floating holiday per year.
• Seven paid holidays per year.
• Paid sick leave, with hours varying according to state and local laws.
• Tuition reimbursement program.
• Employee discount program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED