LNP Specialist

Sinch Voice empowers cloud communications for service providers and enterprises over the largest and highest quality independent voice network in North America, with over 125 million numbers in service and carrying over 300 billion voice minutes annually. Through our IP-based network and cloud communications platforms, Sinch Voice offers a variety of solutions for service providers and enterprises as they seek to evolve their communications to the cloud and improve their customer engagement.

Position summary:

Responsible for issuance and monitoring of manual Local Service Request (LSR) and Customer Service Records (CSR) for Local Number Portability (LNP).

Responsible for issuance and monitoring of LSR received and Port-Out LNP request.

Ability to pull CSR's for customer and familiarity with other LEC policies for LNP.

Responsible for issuance and monitoring of manual Local Service Request (LSR) and Customer Service Records (CSR) for Local Number Portability (LNP).

Responsibilities:

• Responsible for issuance and monitoring of LSR received and Port-Out LNP request.
• Ability to pull CSR's for customer and familiarity with other LEC policies for LNP.
• Obtain a Letter of Agency (LOA) from site customer to request Customer Service Records (CSRs) from incumbent LEC.
• Obtains and validates CSRs from incumbent LEC or internal sources.
• Local Number Portability, order processing including placing orders through various software and web-based interfaces, monitoring orders through Portability life-cycle, porting on status of orders being worked, dialogue with field technicians during their onsite testing both prior to and on day of customer activation.
• Work with Clearing House provider and losing Service Provider to establish FOC acceptance.
• Create and activate telephone numbers in SOA/NPAC.
• Responsible for submission of Business Directory Listing
• Responsible for number portability (Local and Toll Free) with internal and external Customers, Vendors, and Service Providers.
• Responsible for tracking all business fulfillment transaction to completion.
• Responsible for processing business move, add, change, and delete voice requests.
• Perform follow up actions as necessary for incomplete orders and or rejected orders.
• Responsible for responding to customer inquiries and identifying proper fix agent.
• Work with PAS and NAS including NRUF filing.
• Build strong internal and external relationships.
• Leads any required weekly, bi-weekly, and monthly customer conference calls.
• Provide excellent customer support and immediate response to customer inquiries.
• Coordinates order completion throughout lifecycle with customer and IQNT.
• Assist with documentation of system and customer ordering requirements.
• Maintain accurate customer escalation and contact lists.
• Works closely with sales and product management to fully understand the LNP, 8xx, and NextGEN products.

Education & Experience:

• Bachelor's degree or equivalent work experience.
• 1-3 years of Customer Service experience within the telecommunications industry preferred.
• Strong LNP understanding and experience.
• 2-3 years of Telephone Number Porting, TN Inventory Management and RespOrg experience preferred.
• Knowledge of basic switching technologies, routing and IP protocol.
• Highly proficient in MS Software application, specifically, Excel, PowerPoint, Project, Word, and Access.
• Knowledge of LERG, BIRDDS, SOA, Neustar, Port PS, SOMOS, AOCN (iConnectiv), and NPAC.
• Knowledge of Tool Free, Directory Listing and Messaging preferred.

Attributes:

• Exhibits a high level of initiative and resourcefulness.
• Excellent organizational and communication skills including written and verbal.
• Prioritize and balance multiple projects and tasks.
• Ability to work quickly and independently in highly stressful situations.
• Ability to interact with and manage tasks with members of cross-functional teams.
• Strong team building and ownership management.
• Superior customer service skills.
• Aptitude in problem solving & troubleshooting.
• May be required to work after hours and/or provide on-call support.
• Manage time effectively and meet deadlines.
• Experienced with being a "self-starter" and "finisher" with common sense and ability to stay with a problem through resolution.

We have a friendly and relaxed culture. We offer great benefits, including paid parental leave for new moms and dads, paid time away from work for volunteer activities, and generous PTO.

EEO/Vets