Porting Specialist (T2)

About the Role:

The T2 Porting Representative at OpenPhone is a dynamic problem-solver and product expert. You'll manage queue work handle escalations triage tickets and participate in project work. This position offers great growth opportunities to potentially evolve into a team lead role.

Key Responsibilities:

• Expertise Development : Become a porting and OpenPhone product expert tackling any challenge with enthusiasm.

• Problem-Solving : Address complex problems creatively and effectively.

• Escalation Handling : Manage and resolve escalations promptly.

• Ticket Triage : Prioritize and manage tickets to ensure timely resolutions.

• Project Participation : Engage in projects aimed at improving processes and workflows.

• Continuous Feedback : Provide regular feedback take direction well and adapt to new procedures and workflows.

Required Skills and Experience:

• Customer-Facing Experience : 2+ years in a customer-facing role

• Communication Skills : Ability to explain technical issues to non-technical individuals clearly.

• Help Desk Familiarity : Experience with help desk programs (Zendesk salesforce etc.)

• Attention to Detail : Meticulous with strong time management skills.

• Operational Experience : Understanding of operations as it relates to scaling support operations.

• Project Management : Interest or experience in project planning and management.

• Multi-Tasking : Ability to manage multiple priorities simultaneously.

• Expectation Setting : Strong skills in setting and resetting expectations with coworkers.

• Solutions-Oriented : Focused on finding solutions in every situation.

• Creative Troubleshooting : Ability to troubleshoot creatively within applicable rules and regulations.

Nice to Have:

• Startup Experience : 1+ years working at a startup especially during a growth period.

• Telecom Knowledge : 1+ years working in telecom or equivalent industry knowledge.

• SQL : Basic knowledge or experience.

• Data Analysis : Experience with data analysis.

• Scaling Operations : Background in scaling programs or teams in a high-growth company.

• People Management : Experience or a strong desire to develop people management skills.